Help Desk Manager (MSP)

We’re a fast-moving, client-focused MSP based in East Rockaway, NY and we’re looking for a Help Desk Manager with strong technical chops and MSP experience to lead service delivery and day-to-day operations. If you're someone who thrives on juggling priorities, staying organized under pressure, and leading a team to deliver excellent support—this role is for you.

You’ll act as the operational right hand to the CEO, helping manage the flow of support tickets, technician assignments, and client communications. This is a key leadership position where your mix of technical know-how, team coordination, and customer service skills will directly impact how we support businesses across the Tri-State area.

Responsibilities:

Own the ticketing workflow and ensure timely, effective resolution

Be the central communication hub—email, dashboard, tickets, tech team

Support and guide technicians in real time to keep things moving smoothly

Monitor service quality and client satisfaction, and act quickly on gaps

Manage day-to-day help desk operations while staying hands-on technically

Review and improve internal processes for better delivery and efficiency

Train and coach team members on tools, systems, and service delivery

Required Experience:

Prior MSP experience in a service desk or support leadership role

Strong working knowledge of IT infrastructure, networking, and support tools

Experience with ticketing systems (like ConnectWise or similar)

Proven ability to multitask and stay cool in fast-paced environments

Sharp organizational and communication skills

A proactive mindset—you don’t wait to be told, you take action

Salary + Benefits:

$110,000 - $130,000 (dependent on experience)

Health, Dental, Vision, and Life Insurance

401(k) with company match

PTO and Paid Holidays

Certification Reimbursement