Service Desk Manager

LeadtheTeam.ElevatetheExperience.MakeItHappen. At Solarus, we believe great IT service starts with great people — and the Service Desk is where that belief comes to life every single day. We’re a growing, values-driven Managed Services Provider based in Midtown Manhattan, and we’re looking for an experienced Service Desk Manager to lead one of the most critical functions in our company. This is a fully in-office position, designed for leaders who value collaboration, mentorship, and being present with their team. This role isn’t about keeping the lights on — it’s about building a high-performing team, delivering consistently excellent client experiences, and helping shape how Solarus scales. What You’ll Do at Solarus Lead day-to-day Service Desk operations in our Manhattan office Ensure tickets, service requests, and incidents are handled efficiently Monitor SLAs, KPIs, and service trends to drive improvement Coach and develop technicians into accountable professionals Improve workflows, documentation, and processes Own escalations and major incident management Partner with leadership on capacity planning and strategy Build trusted relationships with executive-level clients Support hiring, onboarding, and performance management How We Work: EOS at Solarus Solarus practices the Entrepreneurial Operating System (EOS). That means clear accountability, scorecards that matter, quarterly priorities (Rocks), and leadership alignment focused on solving real issues. Our Core Values Make It Happen Integrity in Action Performance with Purpose What We’re Looking For 5+ years MSP IT support experience 2+ years managing a Service Desk or support team Strong Microsoft365, Azure, and infrastructure knowledge Experience with PSA/RMM tools (ConnectWise, Autotask, Datto, or similar) Strong understanding of SLAs and service metrics Excellent communication and leadership skills Why Solarus High-visibility leadership role EOS-driven clarity and accountability Fully in-office collaboration in Midtown Manhattan If you’re ready to lead a Service Desk that’s central to the company’s success, we’d love to meet you. #J-18808-Ljbffr