MSP Service Desk Manager

Company: System One
Location: Cedar Knolls
Posted on: February 8, 2025

Job Description:

Job Title: MSP Service Desk Manager

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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.

Keywords: System One, New York , MSP Service Desk Manager, Executive , Cedar Knolls, New York