Service Desk Manager (MSP)

Bowman Williams; Matawan (NJ); Hybrid; USD 60,000 - 100,000; Full time

Job summary

An established industry player in IT services is seeking a Service Desk Manager to lead their Help Desk operations. This role is perfect for a proactive leader with a strong technical foundation and a passion for mentoring. You'll oversee daily support operations, ensuring top-tier service delivery while managing a high-performing team. The company values collaboration and offers a hybrid work model after onboarding, making it an exciting opportunity for those looking to make a significant impact in a fast-paced environment. Join a team that prioritizes excellence and innovation in IT support!

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) with 4% match

Certification Reimbursement

Hybrid WFH after onboarding

Qualifications

• Prior leadership experience in an MSP help desk or service desk environment.
• Strong understanding of IT systems and service delivery best practices.

Responsibilities

• Manage daily operations of the Help Desk, ensuring efficient resolution of client issues.
• Collaborate with IT leadership on performance reporting and process improvements.

Skills

Leadership in MSP

IT systems understanding

Organizational skills

Communication skills

Problem-solving mindset

Education

Experience in MSP help desk

Tools

ConnectWise

Autotask

PSA/ticketing system

Job description

We are a growing MSP based in New Jersey, providing comprehensive IT support and technology solutions to businesses across industries. We’re currently looking for a Service Desk Manager with previous MSP experience to take ownership of daily support operations, lead a high-performing team, and ensure top-tier service delivery to our clients.

This is a leadership role for someone with a strong technical foundation, who also thrives in coordination, reporting, and mentoring others in a fast-paced environment.

Day to Day:

• Manage the day-to-day operations of the Help Desk, ensuring efficient resolution of client issues
• Review and assign service tickets, making sure all tickets meet SLA expectations and are updated daily
• Oversee escalations for high-priority tickets, enforcing internal policies for timely resolution
• Collaborate with the Director of IT and CEO on performance reporting and process improvements
• Create daily, weekly, and monthly reports related to Help Desk and phone system performance
• Generate on-demand health and asset reports for client environments
• Schedule and coordinate technician site visits in collaboration with the dispatcher
• Maintain and manage technician schedules within the PSA/ticketing system
• Supervise the Help Desk Coordinator and help foster a culture of accountability and responsiveness

Experience:

• Prior leadership experience in an MSP help desk or service desk environment
• Strong understanding of IT systems, ticketing workflows, and service delivery best practices
• Familiarity with PSA tools such as ConnectWise, Autotask, or similar
• Excellent organizational skills and attention to detail
• Ability to create and interpret operational reports for team and client use
• Strong communication skills and the ability to lead a support team under pressure
• Hands-on technical experience and a proactive problem-solving mindset

Salary + Benefits:

• Health, Dental, and Vision Insurance
• 401(k) with 4% match
• Hybrid WFH (after 90 onboarding period)
• Certification Reimbursement

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting