IT Help Desk Manager
Global Computer Systems · Port Jefferson, NY
Tailor my CV for this job — freeHelp Desk Manager
This individual will be responsible for managing technicians, overseeing ticket workflows, maintaining service quality, and ensuring our clients receive timely and effective support.This is a hands-on leadership position with a strong focus on managing the help desk, while also being actively involved in troubleshooting technical issues, assisting with escalations, and handling support tickets when needed.Beyond daily operations, this role will focus on improving internal processes, identifying recurring technical issues, recognizing potential sales opportunities, and helping us continuously improve our service delivery.What You'll DoOversee daily help desk operations, ensuring tickets are properly prioritized, assigned, and resolved efficientlyLead, mentor, and support technicians while maintaining accountability for performance, documentation, and client communicationMonitor ticket queues, technician workloads, response times, and SLA compliance to maintain service qualityProvide hands-on technical support, troubleshoot complex issues, assist with escalations, and handle regular support tickets as neededIdentify recurring client issues, investigate root causes, and implement long-term solutionsRecognize opportunities for hardware upgrades, security improvements, additional services, and other client IT needs, coordinating recommendations with account managementImprove support workflows, documentation standards, and internal processes to increase efficiencyManage technician scheduling, workload distribution, and after-hours support coverageTrack and report on help desk performance metrics, including ticket volume, backlog, resolution times, and technician productivityHandle escalated client concerns, ensuring clear communication and timely resolutionCoordinate with engineering and project teams to ensure smooth transitions of newly implemented systems into ongoing supportWork closely with company leadership to identify operational improvements, staffing needs, and opportunities to enhance service deliveryQualifications5+ years of experience in IT support, help desk, or systems administrationPrevious experience leading, supervising, or managing a technical support team preferredExperience working in a Managed Service Provider (MSP) environment strongly preferredStrong hands-on technical experience with Windows, Microsoft 365, Active Directory, networking, and general IT infrastructureAbility to independently troubleshoot technical issues and assist technicians with complex escalationsExperience managing ticket queues, technician workloads, SLAs, and support operationsExperience with PSA and ticketing platformsExperience with RMM platforms, such as NinjaOne, and common MSP security and monitoring toolsStrong leadership, organizational, troubleshooting, and communication skillsAbility to identify recurring problems, recommend improvements, and recognize opportunities to better support client IT environmentsComfortable working directly with clients and managing multiple priorities in a fast-paced MSP environmentSelf-motivated, proactive, and capable of taking ownership of daily operations and team performanceBenefits & PerksPaid Time Off (PTO)Paid holidays (all Federal holidays)Comp time for eligible after-hours support401(k) plan with automatic company contributionProfit sharing programHealth, dential and vision insuranceWork-from-home flexibilityOpportunities 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.