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Help Desk Manager

Confidential
Monmouth County, NJ

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Job Details

Full-time
$90,000 a year

Benefits

Health insurance
Dental insurance
401(k)
Paid time off
Vision insurance

Qualifications

ConnectWise
Managing technical support teams
Customer communication
Network troubleshooting
Help desk support experience
Data migration
Managing teams in a customer support role
Team leadership
Technical documentation
Triage
Metrics Reporting
Windows
Incident Escalation
Printer (troubleshooting support)
Microsoft Office
Dispatching
Team development
DHCP
Team management
Team training
Dropbox
Network switching
IT support
Azure AD
Customer support ticket management
Mentoring
DNS
SharePoint
Management reporting
Customer support

Full Job Description

We are a national MSP with a strong presence in the Tri-State area and clients across the United States. We are seeking a highly experienced and technically strong Helpdesk Manager to lead our support team, oversee operations, and resolve advanced technical escalations.

This role blends leadership, technical depth, and process ownership. The Helpdesk Manager sets the tone for the entire support organization — ensuring prime customer service, proactive communication, and consistent overcommunication with clients, which are the most critical aspects of this position.

Core Technical Concept Expertise (Required)

The ideal candidate has strong conceptual and practical understanding of:

Networking fundamentals, switching, firewalls, DHCP, WiFi
Azure AD, Office 365 architecture, email migrations, DNS
Windows Server environments, RDS servers, Active Directory structure
Desktop systems, domain-based environments, printers and copiers
Ethernet cabling concepts, tracing, and basic onsite troubleshooting
Security compliance concepts, network security, email security
Data migration planning and execution
Cloud document systems (Dropbox, OneDrive, SharePoint, Egnyte)
IT support workflows, ticket triage, and escalation logic

Mandatory Requirement

ConnectWise – Must have strong proficiency with ConnectWise Manage, including ticketing workflows, escalation paths, dispatch structures, SLAs, reporting, and PSA usage.

Soft Skill Requirements

Strong documentation habits
Clear, concise communication
Ability to mentor and elevate technicians
Ability to understand why technical decisions are made, not just how to perform them

Leadership & Operational Responsibilities

Team Leadership: Manage the helpdesk team including hiring, coaching, training, and performance reviews.
Operational Oversight: Work closely with our Ticket Coordinator, who handles ticket assignment, scheduling, and dispatching, ensuring the helpdesk remains organized and efficient.
Escalation Handling: Serve as the primary escalation point for Level 2 and Level 3 technical issues.
Customer Service Excellence: Maintain top-tier customer service standards by ensuring the helpdesk proactively communicates with clients, provides consistent updates, sets expectations, and avoids silence. Overcommunication is expected.
Cross-Department Collaboration: Work hand-in-hand with the Projects Department to support project escalations, enforce consistent technical standards, and provide technical leadership across teams.
KPIs & Reporting: Monitor ConnectWise dashboards, track SLAs and KPIs, identify trends, and implement improvements.
Process & Quality Improvement: Strengthen documentation practices, ticket quality, technician workflows, and overall service delivery.
Helpdesk Metrics & Accountability: Organize, track, and present helpdesk metrics including ticket volume, response times, resolution times, SLA adherence, aging tickets, and technician performance.
Reporting: Produce weekly and monthly reports in ConnectWise outlining helpdesk performance, trends, and areas requiring attention.
Ticket Review Meetings: Lead regular ticket review meetings with technicians to ensure quality, accuracy, communication standards, and proper ticket flow. Provide coaching when patterns of issues or inefficiencies are identified.

Pay: $90,000.00 per year

Benefits:

401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance

Experience:

working at an MSP: 3 years (Required)
help desk support: 5 years (Required)
Help desk management: 5 years (Required)

License/Certification:

CompTIA A+, CompTIA N+, or other IT certification(s)? (Preferred)

Work Location: In person

Quick Apply

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