Help Desk Manager

Job Description

Help Desk Manager\n

Location: Port Jefferson, NY (Primarily On-site)

Company: Global Computer Systems (GCS)

Salary: $65,000–$85,000 + annually, depending on experience and qualifications

Global Computer Systems (GCS) is seeking an experienced Help Desk Manager to lead our technical support team and oversee day-to-day help desk operations.

We're looking for someone who combines strong technical knowledge with leadership, organization, and accountability. This individual will be responsible for ensuring our support team operates efficiently, delivers exceptional client service, and consistently meets the standards and expectations of our clients and company.

The ideal candidate has experience working in a Managed Service Provider (MSP) environment, understands the challenges of supporting multiple clients, and knows how to manage technicians, prioritize workloads, and keep support operations running smoothly.

Beyond managing daily operations, this role will focus on developing team members, improving internal processes, maintaining accountability, and identifying opportunities to improve the overall efficiency and quality of our services.

This is a hands-on leadership position. While technical aptitude is important, the primary focus is managing the support team, overseeing service delivery, and ensuring issues are resolved efficiently and professionally.

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• Oversee daily help desk operations, ensuring support tickets are properly prioritized, assigned, managed, and resolved in a timely manner
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• Lead, mentor, and develop the help desk team, providing technical guidance, coaching, and ongoing performance feedback
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• Monitor ticket queues, technician workloads, response times, and resolution performance to maintain service quality and efficiency
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• Establish and enforce accountability for ticket ownership, documentation, follow-through, and client communication
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• Serve as an escalation point for complex technical issues, client concerns, and service-related challenges
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• Ensure service level agreements (SLAs), internal performance standards, and client expectations are consistently met
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• Identify recurring technical issues, service bottlenecks, and operational inefficiencies, implementing improvements to prevent future problems
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• Coordinate with engineering and project teams to ensure newly implemented systems are properly documented and transitioned into ongoing support
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• Review ticket quality, technical documentation, and troubleshooting procedures to maintain consistent support standards
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• Manage technician scheduling, workload distribution, coverage, and resource availability to ensure appropriate staffing
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• Develop and maintain support procedures, internal knowledge base resources, and standardized workflows
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• Track and report on key service desk performance metrics, including ticket volume, resolution times, backlog, and technician productivity
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• Conduct regular team meetings, performance reviews, and individual coaching sessions
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• Handle escalated client communications professionally, ensuring concerns are addressed and appropriate follow-up is completed
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• Collaborate with company leadership on staffing needs, operational priorities, and opportunities to improve service delivery
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• Oversee the help desk's after-hours support and on-call rotation, ensuring appropriate coverage and escalation procedures are maintained
  
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• 5+ years of experience in IT support, help desk, or systems administration roles
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• 2+ years of experience in a technical team lead, supervisor, or help desk management position preferred
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• Experience working in a Managed Service Provider (MSP) environment strongly preferred
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• Strong technical understanding of Windows environments, Microsoft 365, Active Directory, networking, and general IT infrastructure
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• Experience managing technical support teams, ticket queues, escalations, and daily service operations
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• Familiarity with IT service management principles, SLAs, and help desk performance metrics
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• Experience with professional ticketing and Professional Services Automation (PSA) platforms; ConnectWise Manage experience a plus
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• Familiarity with RMM platforms, such as NinjaOne, and common MSP security and monitoring tools
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• Strong organizational skills with the ability to balance multiple priorities in a fast-paced environment
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• Excellent leadership, communication, and interpersonal skills
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• Ability to provide constructive feedback, manage performance, and hold team members accountable
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• Strong problem-solving skills with a focus on identifying root causes and improving operational processes
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• Professional approach to client relationships, conflict resolution, and escalated service concerns
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• Ability to work independently, take initiative, and make sound operational decisions
  
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• Paid Time Off (PTO)
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• Paid holidays
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• Comp time for eligible after-hours support
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• 401(k) plan with company contribution
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• Profit sharing program
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• Health insurance options
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• Hybrid flexibility with work-from-home opportunities
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• Opportunities for professional development and long-term career growth
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• Collaborative work environment with an experienced engineering and support team
  
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Global 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.