it service desk manager msp

IT Service Desk Manager (MSP) South River, NJ $95,000 - $105,000 About IT Service Desk Manager (MSP) Overview: We’re a growing Managed Services Provider (MSP) based in New Jersey, delivering end-to-end IT support and technology solutions to businesses across multiple industries. We’re looking for an experienced IT Service Desk Manager (MSP) to take ownership of daily support operations and lead a high-performing technical team. This is a great opportunity for someone with a solid technical background and prior MSP leadership experience who’s ready to step into a strategic, people-focused management role. What You’ll Do: Manage daily operations of the service desk, ensuring timely resolution of client issues Assign and review service tickets, enforcing SLAs and keeping documentation up to date Oversee high-priority escalations and enforce internal processes for resolution Collaborate with the Director of IT and CEO on reporting, KPIs, and process improvements Generate and analyze help desk, phone system, and client environment reports (daily, weekly, monthly) Schedule and coordinate technician site visits in partnership with the dispatcher Maintain and manage technician schedules in the PSA/ticketing system Supervise the Help Desk Coordinator and promote a culture of accountability, responsiveness, and continuous improvement What We’re Looking For: Prior leadership experience in an MSP service desk or help desk environment Deep understanding of IT support workflows and service delivery best practices Proficiency with PSA platforms (e.g., ConnectWise, Autotask, or similar) Strong organizational skills and attention to detail Ability to produce and interpret performance and operations reports Excellent communication and team leadership skills Hands-on technical experience and a proactive problem-solving mindset What We Offer: $95,000 – $105,000 Health, Dental, and Vision Insurance 401(k) with 4% employer match Hybrid work-from-home schedule (eligible after 90-day onboarding period) Certification reimbursement and support for professional development Location South River, NJ Salary $95,000 - $105,000 About the Company Bowman Williams is a national specialized staffing firm for Cloud Service Providers and Managed Service Providers. Ranked by Forbes as one of America’s top 200 Best Staffing Firms in America, we are a good resource for candidates looking to advance their careers in the Cloud Solutions and Services industry. Location: South River, NJ Job ID: BW5955 Published Date : May 5, 2025 Apply for this Job Apply To Bowman Williams Jobs New York City Chicago Washington D.C Dallas Los Angeles Houston