IT Help 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 and focuses on keeping the desk organized, responsive, accountable, and focused on an excellent client experience.

The role combines people leadership with practical technical judgment. The manager leads the desk rather than becoming its default ticket resolver, using performance data and consistent operating discipline in ConnectWise.

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 to maintain staffing for published service hours and planned maintenance.
• Monitor ConnectWise PSA throughout the day to maintain healthy ticket queues.
• Manage ticket flow, coach employees, handle escalations, and use performance data.
• Coordinate major incidents and involve the Director of IT Services, L3 engineers, the Internal IT Manager, vendors, or other resources when appropriate.

Requirements

• Experienced IT Help Desk Manager with strong people leadership and practical technical judgment.
• Ability to manage ticket flow, coach employees, handle escalations, use performance data, and create consistent operating discipline in ConnectWise.

Datos clave

• The role reports to the Director of IT Services.
• The manager leads the daily operation of the help desk.
• The role uses ConnectWise PSA to monitor ticket queues.