IT Service Desk Manager (MSP - Onsite)

Job Description

Job Description

Please note: This is a fully onsite position. Candidates must be able to commute to our Roslyn, NY office five days per week. This role is not remote or hybrid.

About Us

We are a fast-growing Managed Service Provider (MSP) delivering high-quality IT services to professional and healthcare-focused clients. Our success is built on accountability, strong processes, and an exceptional client experience. We invest in our people, value leadership, and believe great service starts with a strong service desk.

We are seeking an experienced IT Service Desk Manager to lead our help desk operations, manage our technical support team, and ensure consistent, high-level service delivery across all clients.

Position Overview

As the IT Service Desk Manager, you will oversee the day-to-day operations of the service desk and serve as the primary escalation point for complex issues. You will lead technicians, enforce SLAs, improve processes, and maintain service quality in a fast-paced MSP environment.

This is a hands-on leadership role requiring daily onsite presence, strong technical knowledge, and proven people-management experience.

Key Responsibilities

Leadership & Team Management

• Lead, mentor, and develop a team of service desk technicians

• Assign tickets, manage workloads, and ensure timely resolution

• Conduct performance reviews, coaching, and skills development

• Foster a professional, accountable, and collaborative team culture

Operations & Service Delivery

• Oversee daily service desk operations, including incident, problem, and request management

• Monitor and maintain SLA compliance across all clients

• Develop, document, and enforce service desk policies and best practices

• Continuously improve workflows, escalation paths, and service consistency

Client Interaction & Escalation

• Serve as the primary escalation point for high-impact client issues

• Maintain strong relationships with key clients and internal stakeholders

• Identify recurring issues and implement proactive, preventative solutions

Technical Oversight

• Provide hands-on support for advanced troubleshooting when needed

• Ensure accurate documentation and knowledge base maintenance

• Stay current with technology trends and recommend improvements

• Collaborate with project, infrastructure, and sales teams for seamless service delivery

Reporting & Metrics

• Track and report on key performance metrics (SLA compliance, ticket volume, resolution times)

• Analyze trends to identify training, staffing, and process improvements

• Present insights and recommendations to senior leadership

Required Qualifications

• 3+ years of experience managing a help desk or service desk within an MSP environment (required)

• Strong technical knowledge of:

  • Windows environments

  • Servers and networking

  • Virtualization and cloud services

• Proven experience leading technical teams and managing escalations

• Excellent organizational, communication, and problem-solving skills

• Experience with ticketing systems such as ConnectWise, Zendesk, or similar

• Relevant certifications (ITIL, CompTIA, Microsoft, etc.) are a plus

• Ability to work onsite in Roslyn, NY five days per week (required)

Company DescriptionFounded in 2005, Dental Hi-Tech has grown from local company to a Regional Company expanding it's footprint to National Wide reach.
Cool Environment to work with. A lot of independent work. High motivated and dedicated employee get fast recognition for growth and promotion.

Company Description

Founded in 2005, Dental Hi-Tech has grown from local company to a Regional Company expanding it's footprint to National Wide reach.\r\nCool Environment to work with. A lot of independent work. High motivated and dedicated employee get fast recognition for growth and promotion.