MSP Service Desk Manager

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.