Service Desk Manager
About the OpportunityAn established and growing Managed Services Provider (MSP) located in the heart of Midtown Manhattan is seeking an experienced Service Desk Manager to lead and elevate our support operations. This is a confidential search for a key leadership role within our technical team.We are looking for a hands-on leader who thrives in fast-paced environments, understands MSP service delivery, and is passionate about building high-performing teams while driving exceptional client satisfaction.Key ResponsibilitiesLead and manage daily operations of the Service Desk team (Tier 1–3 support)Monitor ticket queues, SLAs, KPIs, and overall service performanceCoach, mentor, and develop technical support staffImplement and refine service desk processes, workflows, and documentationEnsure timely resolution of incidents and service requestsOversee escalation procedures and major incident managementCollaborate with leadership on resource planning and service improvementsMaintain strong client relationships and ensure high customer satisfactionAssist with hiring, onboarding, and performance managementQualifications5+ years of experience in IT support within an MSP environment2+ years of experience managing or supervising a service desk teamStrong knowledge of Microsoft 365, Azure, Windows Server, networking fundamentals, and endpoint managementExperience with PSA/RMM tools (ConnectWise, Autotask, Datto, etc.)Deep understanding of SLA management and service metricsExcellent communication and leadership skillsAbility to thrive in a high-volume, client-facing environmentWhat We’re Looking ForA proactive, solutions-driven leaderSomeone who leads by example and is not afraid to be hands-on when neededStrong organizational and process improvement mindsetHigh accountability and ownership mentalityProfessional presence suitable for supporting executive-level clientsWhy This RoleHigh visibility leadership positionOpportunity to shape and improve service operationsPrime Midtown Manhattan locationGrowth-oriented and collaborative team environment