Service Desk Operations Manager

7 days ago


East Brunswick, United States Bowman Williams Full time

We are a fast-growing Managed Service Provider (MSP) based out of East Brunswick, New Jersey, specializing in delivering comprehensive IT solutions to small and medium-sized businesses (SMBs) and enterprises across diverse industries. With a focus on providing proactive IT support, we cater to a variety of sectors including healthcare, finance, legal, construction, and manufacturing.


Why Join Us?

  • Competitive salary with opportunities for regular increases.
  • Strong emphasis on work-life balance and employee well-being.
  • Career advancement opportunities within a growing company.
  • Support for professional development, including upfront coverage of certification costs.
  • Collaborative work environment with a focus on valuing employees and fostering personal growth.
  • Diverse client base, including SMBs and enterprise-level clients in industries such as legal, financial, and healthcare.


Key Responsibilities:

  • Daily Operations Management: Generate daily, weekly, and monthly reports for the Help Desk and phone system to track key performance indicators (KPIs).
  • Service Ticket Management: Review and assign service tickets to technicians, ensuring adherence to Service Level Agreements (SLAs) and regular updates (at least every 24 hours).
  • Prioritize and Escalate Tickets: Monitor high-priority tickets, handle escalations according to policy, and ensure timely resolutions.
  • Technician Scheduling: Manage the daily schedules of technicians, coordinating on-site visits, and working closely with dispatchers to ensure smooth operations.
  • Resource Allocation: Ensure proper resources and support are available for technicians to perform their tasks effectively, both remotely and on-site.
  • Client Interaction: Follow up with clients on technician performance, address concerns, and ensure all service visits are documented thoroughly.
  • Inventory Management: Assist with the management of inventory to ensure sufficient stock of equipment and tools for the Help Desk.
  • Collaboration with Senior Technicians: Coordinate with senior technical staff on project work, planning, and scheduling.
  • Reporting & Analysis: Use tools such as BrightGauge to build client-specific reports for Help Desk performance and cyber security analysis.


Required Skills & Qualifications:

  • Experience in a Managed Service Provider (MSP) environment is required.
  • Basic understanding of IT systems and technical knowledge.
  • Strong organizational skills with a keen eye for detail and efficiency.
  • Experience with ticketing systems and scheduling in an IT service environment.
  • Ability to manage multiple tasks and priorities in a fast-paced environment.
  • Excellent communication skills with the ability to interact with clients and internal teams professionally.
  • Familiarity with tools such as BrightGauge and Network Detective (or similar tools) is a plus.


Compensation & Benefits:

  • Competitive salary with opportunities for performance-based increases.
  • Full health and dental benefits.
  • Paid time off and holiday leave.
  • Company-sponsored certification programs and training, with upfront coverage for certification costs.
  • Clear pathways for career growth and development within the company.



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