Job Title: MSP Service Desk Manager
Location: North New Jersey (Hybrid Role)
Salary: Up to $115,000 per year + Performance Bonus
About Us:
Our Client is a premier provider of managed IT services, committed to delivering innovative technology solutions and outstanding customer service to businesses throughout North New Jersey. Our team is composed of highly skilled professionals who are passionate about technology and dedicated to helping our clients succeed. We are currently seeking a talented and experienced MSP Service Desk Manager to join our dynamic team.
Role Overview:
As the MSP Service Desk Manager, you will oversee the daily operations of our service desk team, ensuring that our clients receive timely and effective technical support. This hybrid role offers a blend of remote and in-office work, allowing for flexibility while maintaining strong team collaboration. You will be responsible for managing a team of helpdesk analysts, improving service delivery processes, and driving customer satisfaction.
Key Responsibilities:
- Lead, mentor, and manage a team of helpdesk analysts, ensuring high performance and professional growth.
- Oversee the service desk operations to ensure efficient and effective resolution of client issues.
- Develop and implement service desk policies, procedures, and best practices.
- Monitor and report on service desk performance metrics, making recommendations for improvement.
- Handle escalated client issues and ensure they are resolved promptly and satisfactorily.
- Collaborate with other departments to enhance service delivery and client experience.
- Stay current with industry trends and technologies to ensure the service desk remains competitive and effective.
Qualifications:
- Proven experience as a Service Desk Manager or in a similar leadership role within an MSP environment.
- Strong technical background with expertise in Windows and Mac operating systems, networking, and common business applications.
- Excellent leadership, communication, and interpersonal skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience with ITIL or similar service management frameworks is a plus.
- Relevant certifications (e.g., ITIL, CompTIA, Microsoft Certified Professional) are desirable.
Benefits:
- Competitive salary up to $85,000 per year.
- Performance bonus.
- Flexible hybrid work environment.
- Opportunities for professional growth and career advancement.
- Comprehensive health, dental, and vision insurance.
- Paid time off and holidays.
- Retirement plan with company match.
Apply Now!
