What are the responsibilities and job description for the MSP Service Desk Manager position at System One?
Job Title: MSP Service Desk Manager
Location: Cedar Knolls, NJ
Experience: 3-5 years in a Managed Services Provider (MSP) environment
Overview:
We are seeking a motivated and experienced MSP Service Desk Manager to join a growing team in Cedar Knolls, NJ. The ideal candidate will have 3-5 years of experience in an MSP environment, a strong background in IT service management, and excellent communication skills. As the Service Desk Manager, you will oversee and guide Tier 1 and Tier 2 Desktop Engineers while managing escalated issues and ensuring exceptional service delivery to the clients.
Responsibilities:
- Lead, mentor, and support a team of Tier 1 and Tier 2 Desktop Engineers, ensuring they provide excellent technical support and customer service.
- Handle escalated technical issues and ensure quick resolution of complex or urgent client problems.
- Develop and implement best practices for service desk operations, optimizing efficiency and quality of support.
- Monitor service desk performance, including ticket resolution times, customer satisfaction, and overall team productivity.
- Act as a point of contact for both internal and client escalations, ensuring smooth communication and quick issue resolution.
- Work closely with senior leadership to continuously improve service processes and strategies.
- Provide guidance and support in troubleshooting and resolving hardware, software, and networking issues.
- Regularly review and report on team performance metrics and client feedback.
- Ensure adherence to SLAs and establish procedures to meet performance goals.
- Conduct team training and development to ensure the staff is up-to-date with current technologies and best practices.
Requirements:
- 3-5 years of experience working in an MSP (Managed Service Provider) environment, preferably in a service desk or technical support role.
- Strong leadership skills with experience managing teams of IT professionals.
- Excellent communication skills, both written and verbal, to interact with clients and internal teams effectively.
- Deep understanding of IT service management best practices and ticketing systems.
- Ability to handle escalated technical calls and support customers with critical issues.
- Proficiency with desktop support, network troubleshooting, and system administration.
- Ability to work independently and in a team-oriented, collaborative environment.
- Strong problem-solving skills and a customer-focused mindset.
