IT Service Desk Manager (MSP) Overview:

We are a Managed and Cloud Services Provider that has been proudly serving they NYC business community since 1995. Our clients are in a variety of industries which allows our team to work with many different technologies. Our team is almost 50 strong with an average tenure of over 3 years.

Due to continued growth, we are looking to bring on an IT Service Desk Manager (MSP). This is a full-time, permanent role with a hybrid WFH schedule. As an IT Service Desk Manager (MSP), your role will be to coordinate team schedules, ensure timely service delivery, monitor team efficiency, and manage client relationships.

Previous MSP experience is required!

IT Service Desk Manager (MSP) Experience and Requirements:

  • Managing IT teams (5-10 technicians)
  • Strong knowledge of IT infrastructure, including servers, networks, and cloud-based systems
  • Excellent communication and customer service skills
  • Ability to prioritize, manage multiple tasks, and enforce SLA requirements
  • Produce KPIs, and CSAT reports to monitor improvements in service delivery and report to the executive team
  • Proficiency in service management solutions, such as ConnectWise Manage, ConnectWise Automate, BrightGauge, and other reporting tools.
  • Bachelor’s degree in IT, Computer Science, or a related field
  • Industry certifications, such as ITIL or CompTIA, are a plus
  • Experience with project management (PMI) methodologies is also a plus

IT Service Desk Manager (MSP) Benefits:

  • Health Insurance
  • Hybrid WFH
  • Quarterly reviews for bonuses and salary increase
  • PTO + Paid Holidays
  • Paid Training
  • Certification Reimbursement