A New York City based Managed Service Provider (MSP) is looking for a Service Manager or Help Desk Lead to join our team. This person will be responsible for leading the Help Desk team as well as maintaining all MSP clients' Service health.

As a qualified candidate, you should have a strong customer service experience, a problem-solving attitude, and the ability to motivate your team to achieve specific goals. The ideal candidate has previous experience working with an MSP and is familiar with tools and applications such as ConnectWise, Bright Gauge, Datto, and others.

Service Manager responsibilities include:

• Managing service delivery, handling incidents and service requests, and working to improve service quality and efficiency.
• Coordinates troubleshooting, support, and service for equipment and networks when necessary
• Providing excellent customer service, including Services information, recommendations, and estimated arrival times.
• Develop, manage, and coach help desk specialists to deliver exceptional customer service experience.
• Manage and coordinate Helpdesk team and Onsite Techs schedule and utilization.
• Oversee the system health of all MSP clients.
• Identify & address issues and develop & update service-related policies as well as processes.
• Assist in identifying trends in support requests.
• Identify opportunities for service improvements.

Requirements

• Strong Leadership and Management Skills
• Office 365 experience
• Hands-on experience with ITSM Tools
• Customer-service oriented with a problem-solving attitude.
• Excellent written and verbal communications skills
• Team leadership skills
• Bachelor’s degree in computer science, Information Technology, or related experience

Preferred:

• MSP Experience
• Experience with ConnectWise Manage and N-Central
• 1 - 2 Years of Experience in equivalent role.

Job Type: Full-time

Pay: $90,000.00 - $120,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Help desk Lead: 1 year (Required)

Ability to Commute:

• New York, NY 10016 (Required)

Work Location: Hybrid remote in New York, NY 10016

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