Job Description: Service Desk Manager

Location: New York City, NY

Position Summary: The Service Desk Manager (SDM) is responsible for leading the Service Desk team in delivering exceptional IT support services to our clients. The SDM ensures efficient operation of the service desk, adhering to ITIL best practices, and leveraging PSA and RMM software to manage and monitor client systems. As a key point of contact for escalated issues, the SDM plays a critical role in maintaining client satisfaction and operational excellence while managing a team of 10 support technicians.

Key Responsibilities:

• Leadership and Team Management:
  • Lead and manage the service desk team.
  • Provide technical support backup and guidance for complex issues.
• Operational Oversight:
  • Oversee service desk operations, ensuring compliance with SLAs.
  • Serve as the escalation point for client issues.
  • Utilize Autotask for managing service desk tickets, IT Glue for documentation management, and other MSP standard tools.
  • Monitor and report on service desk performance.
• Workflow Optimization:
  • Optimize Service Desk workflows to maximize technician efficiency and customer experience.
  • Create Help Desk SOPs and operating procedures to ensure consistent service delivery.
  • Monitor, detect, and propose solutions for repeat service desk problems to limit reoccurrences.
  • Implement continuous improvement strategies.

Job Requirements:

• Education:
  • Bachelor’s degree preferred.
• Experience:
  • Minimum of 5 years of experience in IT service management, with at least 2 years in a supervisory role.
  • Proven experience using Autotask or ConnectWise and Kaseya for service desk operations.
  • Experience with Autotask PSA and IT Glue preferred.
• Certifications:
  • ITIL Foundation certification preferred.
• Skills:
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal skills. This is often a client-facing position.
  • Proficiency in Autotask and Kaseya.
  • Strong analytical and problem-solving abilities.
  • Ability to manage multiple priorities and projects simultaneously.
  • Commitment to continuous improvement and client satisfaction.

Working Conditions:

• Location:
  • Three days onsite at the Manhattan office, two days remote.
• Hours:
  • Full-time, with occasional after-hours work as needed.
• Travel:
  • Minimal, but may be required for client meetings or training.