What are the responsibilities and job description for the Service Desk Manager (MSP) position at Bowman Williams?
We are a growing MSP based in New Jersey, providing comprehensive IT support and technology solutions to businesses across industries. We’re currently looking for a Service Desk Manager with previous MSP experience to take ownership of daily support operations, lead a high-performing team, and ensure top-tier service delivery to our clients.
This is a leadership role for someone with a strong technical foundation, who also thrives in coordination, reporting, and mentoring others in a fast-paced environment.
Day to Day:
- Manage the day-to-day operations of the Help Desk, ensuring efficient resolution of client issues
- Review and assign service tickets, making sure all tickets meet SLA expectations and are updated daily
- Oversee escalations for high-priority tickets, enforcing internal policies for timely resolution
- Collaborate with the Director of IT and CEO on performance reporting and process improvements
- Create daily, weekly, and monthly reports related to Help Desk and phone system performance
- Generate on-demand health and asset reports for client environments
- Schedule and coordinate technician site visits in collaboration with the dispatcher
- Maintain and manage technician schedules within the PSA/ticketing system
- Supervise the Help Desk Coordinator and help foster a culture of accountability and responsiveness
Experience:
- Prior leadership experience in an MSP help desk or service desk environment
- Strong understanding of IT systems, ticketing workflows, and service delivery best practices
- Familiarity with PSA tools such as ConnectWise, Autotask, or similar
- Excellent organizational skills and attention to detail
- Ability to create and interpret operational reports for team and client use
- Strong communication skills and the ability to lead a support team under pressure
- Hands-on technical experience and a proactive problem-solving mindset
Salary Benefits:
- Health, Dental, and Vision Insurance
- 401(k) with 4% match
- Hybrid WFH (after 90 onboarding period)
- Certification Reimbursement
Salary : $100,000 - $110,000
