What are the responsibilities and job description for the Help Desk Manager (MSP) position at Bowman Williams?
We’re a fast-moving, client-focused MSP based in East Rockaway, NY and we’re looking for a Help Desk Manager with strong technical chops and MSP experience to lead service delivery and day-to-day operations. If you're someone who thrives on juggling priorities, staying organized under pressure, and leading a team to deliver excellent support—this role is for you.
You’ll act as the operational right hand to the CEO, helping manage the flow of support tickets, technician assignments, and client communications. This is a key leadership position where your mix of technical know-how, team coordination, and customer service skills will directly impact how we support businesses across the Tri-State area.
Responsibilities:
- Own the ticketing workflow and ensure timely, effective resolution
- Be the central communication hub—email, dashboard, tickets, tech team
- Support and guide technicians in real time to keep things moving smoothly
- Monitor service quality and client satisfaction, and act quickly on gaps
- Manage day-to-day help desk operations while staying hands-on technically
- Review and improve internal processes for better delivery and efficiency
- Train and coach team members on tools, systems, and service delivery
Required Experience:
- Prior MSP experience in a service desk or support leadership role
- Strong working knowledge of IT infrastructure, networking, and support tools
- Experience with ticketing systems (like ConnectWise or similar)
- Proven ability to multitask and stay cool in fast-paced environments
- Sharp organizational and communication skills
- A proactive mindset—you don’t wait to be told, you take action
Salary Benefits:
- $110,000 - $130,000 (dependent on experience)
- Health, Dental, Vision, and Life Insurance
- 401(k) with company match
- PTO and Paid Holidays
- Certification Reimbursement
Salary : $110,000 - $130,000
