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# HELP DESK MANAGER

- **Company:** Green Key Resources
- **Location:** New York, NY, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Microsoft Exchange Server, Windows Servers, Computer Network Technologies, Software Troubleshooting, Cisco
- **Published:** October 22, 2026
- **Apply:** https://www.careerboard.com/us/en/find-jobs-in-United-States/-B55D470FA5A2ADD379/

## About the Role

A growing Managed Services Provider (MSP) is seeking an experienced and hands-on Service Manager to lead and develop its technical support organization. This role is ideal for a service-focused leader with a strong MSP background who is passionate about team development, operational excellence, and delivering exceptional client experiences., * Strong background supporting and managing Windows-based infrastructures.

 * Hands-on experience with:
 * Active Directory
 * Windows Server environments
 * Microsoft Exchange
 * Microsoft 365
 * Networking technologies and troubleshooting
 * Previous help desk or service desk experience, including desktop deployment, hardware/software troubleshooting, upgrades, and end-user support.
 * Experience utilizing PSA/ticketing platforms such as ConnectWise Manage or similar solutions.
 * Experience with RMM tools such as ConnectWise Automate or equivalent monitoring and management platforms.
 * Familiarity with both application support and infrastructure support environments.
 * Industry certifications such as Microsoft, Cisco, or related certifications are highly desirable., * 3+ years of IT service management or technical team leadership experience.
 * Prior experience working within a Managed Services Provider (MSP) environment is strongly preferred.
 * Proven ability to manage service delivery operations and achieve business objectives.
 * Strong communication and interpersonal skills with the ability to engage both technical and non-technical stakeholders.
 * Demonstrated success building collaborative, high-performing teams.
 * Excellent organizational, problem-solving, and decision-making abilities.

## Description

The Service Manager will oversee daily service operations, mentor technical staff, establish and manage service delivery metrics, and ensure clients receive timely, high-quality support. The ideal candidate combines strong leadership abilities with technical expertise and thrives in a fast-paced environment supporting small to mid-sized businesses., * Lead, mentor, and develop a team of service desk and technical support professionals.

 * Foster a customer-first culture focused on responsiveness, technical excellence, and client satisfaction.
 * Oversee ticket queues, workload distribution, and resource allocation to ensure service level objectives are met.
 * Partner with senior engineers to resolve escalated and complex technical issues.
 * Develop and maintain knowledge base documentation, standard operating procedures, and troubleshooting resources.
 * Establish, monitor, and report on key performance indicators (KPIs), service metrics, and operational goals.
 * Analyze service trends and recommend process improvements to increase efficiency and customer satisfaction.
 * Identify training opportunities and coordinate technical and professional development programs.
 * Stay current with emerging technologies and industry best practices to improve service delivery and operational effectiveness.
 * Recruit, coach, and retain high-performing technical staff.
 * Participate in escalations and support emergency situations as needed, including occasional after-hours availability.