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H
IT Help Desk Manager
HRFH, LLC. Lead the daily operation of the help desk, including ticket intake, triage, assignment, prioritization, documented next steps, escalation, follow-up, aging, and closure in line with service commitments .
About the role
Key responsibilities & impact- Lead the daily operation of the help desk, including ticket intake, triage, assignment, prioritization, documented next steps, escalation, follow-up, aging, and closure in line with service commitments
- Direct the daily work of the Service Coordinator and L1/L2 Support Engineers by setting expectations, balancing workloads, maintaining coverage, coordinating handoffs with L3 and Internal IT, and holding team members accountable
- Manage schedules, time-off coverage, shift coverage, and temporary workload changes so the desk remains staffed for published service hours and planned maintenance
- Monitor ConnectWise PSA to maintain healthy queues, accurate ticket statuses, clear ownership, timely documentation, disciplined time entry, and adherence to service commitments
- Coach and develop employees through one-on-ones, team huddles, performance reviews, documented feedback, and development plans
- Address repeated performance or process issues through documented corrective action with the Director of IT Services and HR
- Serve as management escalation point for high-impact incidents, recurring service concerns, and client complaints
- Ensure clear, accurate, and appropriately frequent client communication
- Establish and manage service desk KPIs, including response and resolution times, SLA attainment, backlog health, first-contact resolution, reopen rates, productivity, and client satisfaction
- Review team performance data, identify causes of missed expectations, and implement measurable corrective actions
- Maintain service desk procedures, escalation paths, knowledge resources, quality standards, and consistent operating practices
- Identify opportunities to reduce repeat issues, improve workflows, strengthen documentation, and use automation more effectively
- Partner with leadership on hiring, onboarding, staffing needs, succession planning, and performance management
Requirements
What you’ll need- Five or more years of progressive experience in IT support, service desk, help desk, or managed services operations preferred
- Three or more years of direct people-management experience, including responsibility for coaching, scheduling, performance expectations, and accountability
- Demonstrated success leading a multi-person support desk in a fast-paced, client-facing environment
- Hands-on experience using ConnectWise PSA to oversee ticket queues, SLAs, technician activity, time entry, time sheets, and reporting strongly preferred
- Working knowledge of Microsoft 365, Windows environments, endpoint support, networking fundamentals, identity and access management, backup concepts, and common MSP support tools
- Strong judgment under pressure and ability to prioritize competing needs, coordinate incident response, and communicate confidently with clients, employees, and executives
- Data-driven management style and ability to translate service metrics into clear expectations and practical improvement plans
- Strong written and verbal communication skills with consistent attention to documentation and follow-through
- Leadership experience within an IT managed service provider environment preferred
- Experience managing distributed, remote, or international team members preferred
- Experience with BrightGauge, ConnectWise Automate or another RMM platform, ConnectWise Control or another remote-support platform, and IT Glue or another documentation platform preferred
- Familiarity with ITIL-aligned incident, request, problem, and change-management practices preferred
- Relevant technical, service-management, or leadership certifications preferred
- Experience supporting small and midsize business clients across varied technology environments and service agreements preferred
Benefits
Comp & perks- Benefits in accordance with Dominican Labor Law
- Company-provided equipment
- 13 U.S. paid holidays
- Flexible Paid Time Off (PTO)
- Hybrid work environment
- Collaborative, supportive, and people-focused culture
- Ongoing learning and professional development opportunities
- Career growth opportunities within NTI