What are the responsibilities and job description for the Service Desk Manager position at Solarus Technologies?
About the Opportunity
An 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 Responsibilities
- Lead and manage daily operations of the Service Desk team (Tier 1–3 support)
- Monitor ticket queues, SLAs, KPIs, and overall service performance
- Coach, mentor, and develop technical support staff
- Implement and refine service desk processes, workflows, and documentation
- Ensure timely resolution of incidents and service requests
- Oversee escalation procedures and major incident management
- Collaborate with leadership on resource planning and service improvements
- Maintain strong client relationships and ensure high customer satisfaction
- Assist with hiring, onboarding, and performance management
Qualifications
- 5 years of experience in IT support within an MSP environment
- 2 years of experience managing or supervising a service desk team
- Strong knowledge of Microsoft 365, Azure, Windows Server, networking fundamentals, and endpoint management
- Experience with PSA/RMM tools (ConnectWise, Autotask, Datto, etc.)
- Deep understanding of SLA management and service metrics
- Excellent communication and leadership skills
- Ability to thrive in a high-volume, client-facing environment
What We’re Looking For
- A proactive, solutions-driven leader
- Someone who leads by example and is not afraid to be hands-on when needed
- Strong organizational and process improvement mindset
- High accountability and ownership mentality
- Professional presence suitable for supporting executive-level clients
Why This Role
- High visibility leadership position
- Opportunity to shape and improve service operations
- Prime Midtown Manhattan location
- Growth-oriented and collaborative team environment
Salary : $85,000 - $115,000