What are the responsibilities and job description for the Help Desk Manager position at Bowman Williams?
Help Desk Manager | MSP | Morganville, NJ (Hybrid After 90 Days)
Location: Morganville, NJ (On-site 5 days/week for first 3 months, then hybrid)
Hours: Monday–Friday, 8:00 AM–5:00 PM
Compensation: $95K–$110K
Benefits: Health, Dental, Vision, 4% 401K Match
Must Have: Recent experience working in a Managed Service Provider (MSP) environment
We are a fast-paced Managed Service Provider (MSP) based in Morganville, NJ, looking for a Help Desk Manager to join our team. This is a great opportunity for someone who is passionate about IT operations, enjoys leading a team, and thrives in a dynamic, client-driven environment.
What You'll Do:
- Manage daily Help Desk operations and ensure timely, efficient client support
- Work closely with the Director of IT and CEO to improve reporting and operational efficiency
- Generate and maintain Daily, Weekly, Monthly Help Desk and Phone System reports
- Review service tickets to ensure proper assignment, SLA compliance, and 24-hour updates
- Handle ticket escalation management according to internal policies
- Oversee technician scheduling, coordinating on-site visits and day-to-day workload
- Produce on-demand Client Health and Asset reports
- Supervise the Help Desk Coordinator and support inventory management
What You'll Bring:
- Strong IT background and leadership experience in a Help Desk or Service Desk environment
- Exceptional organizational, communication, and problem-solving skills
- Ability to manage shifting priorities and maintain a high level of customer service
Why Join Us:
- Health, Dental, and Vision insurance
- 4% 401K Match
- Career growth opportunities and training programs
- Performance bonuses and annual merit-based raises
- Supportive, collaborative team environment
