Hybrid IT Help Desk Manager - Lead, SLA, & Client Impact

Hrfh; Santiago; On-site; CLP 38,462,000 - 67,308,000; Full time

Benefits offered by this job

Competitive salary based on experience

Company-provided equipment

13 U.S. paid holidays

Hybrid work environment

Flexible PTO

Ongoing learning & development

Career growth opportunities

Job summary

NetTech International (NTI) is seeking an IT Help Desk Manager to own the day-to-day performance of the service desk and lead a team of professionals. You will coordinate incident response, manage ticket flow, coach staff, and ensure excellent client experience through data-driven improvements.

The role emphasizes leadership, accountability, and consistent operating discipline in ConnectWise, with collaboration across IT leadership and vendors.

Qualifications

• 5+ years in IT support or service desk leadership.
• 3+ years of direct people-management experience.
• Experience leading a multi-person support desk in a client-facing environment.
• Hands-on use of ConnectWise PSA for queues, SLAs, and reporting.
• Working knowledge of M365, Windows, networking, and ITIL practices.

Responsibilities

• Oversee ticket intake, triage, assignment, prioritization, escalation, and closure in ConnectWise.
• Direct daily work of Service Coordinator and L1/L2 engineers; manage workloads and handoffs.
• Coordinate schedules, time-off, and coverage to meet service hours.
• Monitor ConnectWise PSA to maintain queues, statuses, and time-entry accuracy.
• Coach staff through regular meetings, performance reviews, and development plans.
• Serve as escalation point for high-impact incidents and client concerns.
• Ensure clear, timely client communication on complex issues.
• Establish and track desk KPIs including response, resolution, SLA attainment, and customer satisfaction.

Skills

People leadership

Service desk ops

ConnectWise PSA

Incident management

Client communication

KPIs and SLAs

Project coordination

Time management

Education

IT degree

Tools

BrightGauge

ConnectWise Automate

IT Glue

Job description

NetTech International (NTI) is seeking an IT Help Desk Manager to own the day-to-day performance of the service desk and lead a team of professionals. You will coordinate incident response, manage ticket flow, coach staff, and ensure excellent client experience through data-driven improvements.

The role emphasizes leadership, accountability, and consistent operating discipline in ConnectWise, with collaboration across IT leadership and vendors.