What are the responsibilities and job description for the IT Service Desk Manager position at DSS Management Inc?
About Us:
We are a fast-growing Managed Services Provider (MSP) specializing in delivering exceptional IT solutions to our clients. Our focus is on providing proactive, cutting-edge services to support businesses, ensuring their success in an ever-evolving digital landscape. As we expand, we're seeking a dynamic Service Desk Manager to lead our service desk team to new heights.
Position Summary:
The Service Desk Manager will be responsible for managing the day-to-day operations of our service desk, ensuring top-tier customer service, efficient issue resolution, and alignment with our company goals. You’ll lead a team of talented technicians and serve as the bridge between our customers, technicians, and leadership. If you thrive in a fast-paced, collaborative environment and are passionate about delivering exceptional IT support, we want to hear from you.
Key Responsibilities:
- Oversee the daily operations of the service desk, ensuring tickets are resolved in a timely and efficient manner.
- Lead, mentor, and manage a team of service desk technicians, fostering professional growth and development.
- Monitor and analyze service desk performance metrics, ensuring SLAs (Service Level Agreements) are met or exceeded.
- Act as an escalation point for complex issues, ensuring customer satisfaction.
- Develop and refine service desk processes, procedures, and documentation to improve efficiency and consistency.
- Collaborate with other departments to ensure smooth onboarding of new clients and successful project implementations.
- Stay up-to-date on industry trends and emerging technologies to improve service delivery.
- Create and deliver regular reports on service desk performance and identify areas for improvement.
What You’ll Bring:
- Experience: 3 years in IT service desk management or a similar role within an MSP or IT environment.
- Technical Knowledge: Strong understanding of IT systems, networks, and tools commonly used in MSP environments (e.g., RMM, PSA, backup solutions, security platforms). Familiarity with ConnectWise Manage, and Brighguage is a plus.
- Leadership Skills: Proven ability to lead and inspire a team, resolve conflicts, and promote a positive work environment.
- Problem-Solving: Strong analytical skills with the ability to troubleshoot complex technical issues and implement effective solutions.
- Customer Focus: Exceptional communication skills and a commitment to delivering outstanding customer experiences.
- Certifications: ITIL, CompTIA, or Microsoft certifications are preferred but not required.
If you're ready to make an impact at a growing MSP and lead a talented team to success, we’d love to hear from you!
Job Type: Full-time
Pay: $30.00 - $50.00 per hour
Expected hours: 40 – 50 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- Monday to Friday
- On call
Work Location: Hybrid remote in Westbury, NY 11590
Salary : $30 - $50