MSP Service Desk Lead (Contract, On-Site)

The Nu-Age Group; East Rutherford (NJ); On-site; USD 39,778 - 56,653; Full time

Job summary

A managed services provider in East Rutherford is seeking a Service Desk Manager to oversee operations and ensure world-class support. This full-time contract role requires strong leadership, technical troubleshooting skills, and a focus on client satisfaction. The manager will be responsible for managing SLAs and mentoring the team. Candidates should possess proficiency in tools such as ConnectWise and have at least 5 years of experience in IT operations, preferably within an MSP environment. The position offers opportunities for career advancement based on performance.

Qualifications

• Strong proficiency in ConnectWise Manage and Automate.
• Experience with Windows Server and M365 administration.
• 5+ years in a Service Desk or IT operations role.

Responsibilities

• Lead daily operations of the Service Desk team.
• Ensure SLAs, KPIs, and client expectations are met.
• Provide coaching and performance evaluations.

Skills

Strong leadership

Technical troubleshooting

Communication

Customer satisfaction

Education

ITIL or HDI certification

5+ years of IT operations experience

2+ years of leadership experience

Tools

ConnectWise Manage

ConnectWise Automate

BrightGauge

VMware

Cisco networking

Job description

A managed services provider in East Rutherford is seeking a Service Desk Manager to oversee operations and ensure world-class support. This full-time contract role requires strong leadership, technical troubleshooting skills, and a focus on client satisfaction. The manager will be responsible for managing SLAs and mentoring the team. Candidates should possess proficiency in tools such as ConnectWise and have at least 5 years of experience in IT operations, preferably within an MSP environment. The position offers opportunities for career advancement based on performance.