Help Desk Manager
Global Computer Systems · Port Jefferson, NY
Apply & track with Apply EdgeHelp Desk Manager
This individual will be responsible for ensuring our support team operates efficiently, delivers exceptional client service, and consistently meets the standards and expectations of our clients and company.The ideal candidate has experience working in a Managed Service Provider (MSP) environment, understands the challenges of supporting multiple clients, and knows how to manage technicians, prioritize workloads, and keep support operations running smoothly.Beyond managing daily operations, this role will focus on developing team members, improving internal processes, maintaining accountability, and identifying opportunities to improve the overall efficiency and quality of our services.This is a hands-on leadership position. While technical aptitude is important, the primary focus is managing the support team, overseeing service delivery, and ensuring issues are resolved efficiently and professionally.What You'll DoOversee daily help desk operations, ensuring support tickets are properly prioritized, assigned, managed, and resolved in a timely mannerLead, mentor, and develop the help desk team, providing technical guidance, coaching, and ongoing performance feedbackMonitor ticket queues, technician workloads, response times, and resolution performance to maintain service quality and efficiencyEstablish and enforce accountability for ticket ownership, documentation, follow-through, and client communicationServe as an escalation point for complex technical issues, client concerns, and service-related challengesEnsure service level agreements (SLAs), internal performance standards, and client expectations are consistently metIdentify recurring technical issues, service bottlenecks, and operational inefficiencies, implementing improvements to prevent future problemsCoordinate with engineering and project teams to ensure newly implemented systems are properly documented and transitioned into ongoing supportReview ticket quality, technical documentation, and troubleshooting procedures to maintain consistent support standardsManage technician scheduling, workload distribution, coverage, and resource availability to ensure appropriate staffingDevelop and maintain support procedures, internal knowledge base resources, and standardized workflowsTrack and report on key service desk performance metrics, including ticket volume, resolution times, backlog, and technician productivityConduct regular team meetings, performance reviews, and individual coaching sessionsHandle escalated client communications professionally, ensuring concerns are addressed and appropriate follow-up is completedCollaborate with company leadership on staffing needs, operational priorities, and opportunities to improve service deliveryOversee the help desk's after-hours support and on-call rotation, ensuring appropriate coverage and escalation procedures are maintainedQualifications5+ years of experience in IT support, help desk, or systems administration roles2+ years of experience in a technical team lead, supervisor, or help desk management position preferredExperience working in a Managed Service Provider (MSP) environment strongly preferredStrong technical understanding of Windows environments, Microsoft 365, Active Directory, networking, and general IT infrastructureExperience managing technical support teams, ticket queues, escalations, and daily service operationsFamiliarity with IT service management principles, SLAs, and help desk performance metricsExperience with professional ticketing and Professional Services Automation (PSA) platforms; ConnectWise Manage experience a plusFamiliarity with RMM platforms, such as NinjaOne, and common MSP security and monitoring toolsStrong organizational skills with the ability to balance multiple priorities in a fast-paced environmentExcellent leadership, communication, and interpersonal skillsAbility to provide constructive feedback, manage performance, and hold team members accountableStrong problem-solving skills with a focus on identifying root causes and improving operational processesProfessional approach to client relationships, conflict resolution, and escalated service concernsAbility to work independently, take initiative, and make sound operational decisionsBenefits & PerksPaid Time Off (PTO)Paid holidaysComp time for eligible after-hours support401(k) plan with company contributionProfit sharing programHealth insurance optionsHybrid flexibility with work-from-home opportunitiesOpportunities for professional development and long-term career growthCollaborative work environment with an experienced engineering and support teamAbout Global Computer SystemsGlobal Computer Systems (GCS) is an established Managed Service Provider based in Port Jefferson, New York. Since 1996, we've helped businesses throughout Long Island, New York City, and the surrounding region manage, secure, and optimize their technology environments.We provide comprehensive IT solutions, including managed IT support, cybersecurity, cloud services, networking, infrastructure, and backup and disaster recovery. We work with industry-leading technologies from Microsoft, CrowdStrike, Proofpoint, Fortinet, Veeam, and others.At GCS, we take pride in building long-term relationships with our clients, solving challenging technical problems, and delivering dependable IT services. We're looking for people who share that commitment and want to grow with our team.