Service Desk Manager (MSP/ConnectWise):

We are a leading IT Managed Services Provider with over 25 years of experience supporting the NYC and New Jersey business communities. Our mission is to provide reliable IT infrastructure for mid to large sized businesses using cutting edge technologies. At this time, we are seeking a Service Desk Manager (MSP/ConnectWise) to manage our team of service desk technicians. This is a hybrid WFH opportunity allowing the Service Desk Manager (MSP/ConnectWise) to WFH 2 days per week and come into our Manhattan office the remaining days.

This is a fantastic opportunity for a self-starter with a proven track record to develop, implement, and support various initiatives in the area of service delivery management. The successful Service Desk Manager (MSP/ConnectWise) will be responsible for the continuous improvement of the day to day responsibilities of the Service Desk. You will also be responsible for insuring outstanding service delivery to the company. You will lead the charge on building and maintaining an environment of service excellence with a passionate focus on customer advocacy and customer satisfaction.

Service Desk Manager (MSP/ConnectWise) Responsibilities:

  • Create, measure and report on support teams KPI’s against defined performance SLAs and proactively leads continuous improvement efforts (in partnership with cross- functional IT stakeholders as appropriate).
  • Deploy and promote ITIL best practices.
  • Create and Reviews IT Service Desk training materials and ensure proper training of all team members
  • Develop monthly reports on service desk team’s productivity
  • Monitor, mentor, coach and assist team members to deliver quality support
  • Will need to identify process and procedures to develop faster and less expensive ways for productivity.
  • Sets goals and expectations for all daily tasks and projects.
  • Extensive Knowledge of Active Directory, DNS, VSphere, M365 Administration, general networking principles, & customer service skills
  • Documents system changes through change management, team process and procedures, and system diagrams.

Service Desk Manager (MSP/ConnectWise) Requirements:

  • Previous experience working for a MSP
  • Demonstrated experience leading an IT Support team or function.
  • Demonstrated experience with ITIL- oriented process design for IT Service Management.
  • Demonstrated experience working in a time-sensitive, high-visibility environment.
  • Experience with leading service desk performance indicators and service level standards
  • Experience with leading service desk technology solutions for IT and non-IT users (e.g., ConnectWise Manage).

Service Desk Manager (MSP/ConnectWise) Benefits:

  • Health, Dental, and Vision Insurance
  • Partial WFH schedule
  • 401(k) with company match
  • PTO + Paid Holidays
  • $50 Phone Reimbursement
  • Certification Reimbursement
  • Internal Training Program