Information Technology Service Desk Manager

About the role

Net Tech International SRL is seeking an experienced IT Help Desk Manager to own the day-to-day performance of its service desk and lead a team of help desk professionals. The role reports to the Director of IT Services. The manager leads the desk, rather than becoming its default ticket resolver, and helps deliver an excellent client experience.

Responsibilities

• Lead daily help desk operations, 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 for performance and service quality.
• Manage schedules, time-off coverage, shift coverage, and temporary workload changes so the desk remains staffed for published service hours and planned maintenance.
• Monitor the ConnectWise PSA ticketing system throughout the day to maintain healthy queues.
• Manage ticket flow, coach employees, handle escalations, use performance data, and create consistent operating discipline in the ticketing system.
• Coordinate major incidents and involve the Director of IT Services, L3 engineers, the Internal IT Manager, vendors, or other resources as appropriate.

Requirements

The role calls for an experienced IT Help Desk Manager with strong people leadership and practical technical judgment.

Datos clave

• The role reports to the Director of IT Services.
• The manager leads the day-to-day performance of the service desk.
• The ticketing system is ConnectWise PSA.