IT Help Desk Manager

Hrfh

Santiago

On-site

CLP 38,462,000 - 67,308,000

Full time

14 days+

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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

IT Help Desk Manager

NetTech International (NTI)

Reports to: Director of IT Services

About NTI

NetTech International (NTI) provides back-office and technical support services to U.S.-based companies. Our team is composed of talented professionals dedicated to delivering high-quality solutions, operational excellence, and exceptional customer service.

At NTI, collaboration, accountability, and continuous improvement drive everything we do.

About the Opportunity

NTI is seeking an experienced IT Help Desk Manager to own the day-to-day performance of our service desk and lead a team of help desk professionals. This role is responsible for keeping the desk organized, responsive, accountable, and focused on delivering excellent client experience.

The right person combines strong people leadership with practical technical judgment. You know how to manage ticket flow, coach employees, handle escalations, use performance data, and create consistent operating discipline in our ticketing system ConnectWise. You can coordinate a major incident and know when to involve the Director of IT Services, L3 engineers, the Internal IT Manager, vendors, or other resources. Your primary job is to lead the desk, not become its default ticket resolver

What You Will Own

Lead the daily operation of the help desk, including ticket intake, triage, assignment, prioritization, documented next steps, escalation, follow-up, aging, and closure in line with service commitments.
Direct the daily work of the Service Coordinator and L1/L2 Support Engineers by setting clear expectations, balancing workloads, maintaining coverage, coordinating handoffs with L3 and Internal IT, and holding each team member accountable for performance and service quality.
Manage schedules, time-off coverage, shift coverage, and temporary workload changes so the desk remains staffed for published service hours and planned maintenance
Monitor our ticketing system (ConnectWise PSA) throughout the day to maintain healthy queues, accurate ticket statuses, clear ownership, timely documentation, disciplined time entry, and adherence to service commitments.
Coach and develop employees through regular one-on-one meetings, team huddles, performance reviews, documented feedback, and practical development plans; address repeated performance or process issues through documented corrective action in partnership with the Director of IT Services and HR.
Serve as the management escalation point for high-impact incidents, recurring service concerns, and client complaints.
Ensure clients receive clear, accurate, and appropriately frequent communication, particularly when an issue is complex or requires additional time to resolve.
Establish and manage service desk KPIs, including response and resolution times, SLA attainment, backlog health, first-contact resolution, reopen rates, productivity, and client satisfaction.
Review individual and team performance data, identify the causes of missed expectations, and implement measurable corrective actions.
Maintain service desk procedures, escalation paths, knowledge resources, quality standards, and consistent operating practices.
Identify opportunities to reduce repeat issues, improve workflows, strengthen documentation, and use automation more effectively.
Partner with leadership on hiring, onboarding, staffing needs, succession planning, and performance management.

What You Will Bring

Five or more years of progressive experience in IT support, service desk, help desk, or managed services operations preferred.
Three or more years of direct people-management experience, including responsibility for coaching, scheduling, performance expectations, and accountability.
Demonstrated success leading a multi-person support desk in a fast-paced, client-facing environment.
Hands-on experience using ConnectWise PSA to oversee ticket queues, SLAs, technician activity, time entry, time sheets, and reporting is strongly preferred.
Working knowledge of Microsoft 365, Windows environments, endpoint support, networking fundamentals, identity and access management, backup concepts, and common MSP support tools.
Strong judgment under pressure and the ability to prioritize competing needs, coordinate incident response, and communicate confidently with clients, employees, and executives.
A data-driven management style and the ability to translate service metrics into clear expectations and practical improvement plans.
Strong written and verbal communication skills with consistent attention to documentation and follow-through.

Preferred Experience

Leadership experience within an IT managed service provider environment.
Experience managing distributed, remote, or international team members.
Experience with BrightGauge, ConnectWise Automate or another RMM platform, ConnectWise Control or another remote-support platform, and IT Glue or another documentation platform.
Familiarity with ITIL-aligned incident, request, problem, and change-management practices.
Relevant technical, service-management, or leadership certifications.
Experience supporting small and midsize business clients across varied technology environments and service agreements.

What Success Looks Like

The help desk operates with clear ownership, dependable coverage, healthy ticket queues, accurate ConnectWise data, and consistent client communication. Team members understand what is expected, receive regular coaching, and are held accountable for results. Escalations are managed calmly and promptly, service trends are visible, and improvement efforts produce measurable results.

Why This Role Matters

The Help Desk Manager has a direct impact on every client interaction and on the daily experience of the support team. This is an opportunity to take meaningful ownership of an essential function, strengthen the way the desk operates, and help build a high-performing service culture.

What you would love about NTI