Service Desk Manager

Service Desk Manager-Contractor-Position Overview About Us The Nu-Age Group, a nationally recognized Managed Services Provider with 28+ years of excellence, is seeking a highly skilled Service Desk Manager to lead our Service Desk operations. This role is responsible for delivering world‑class support, driving best‑in‑class service delivery practices, maintaining accountability across the team, and ensuring our clients experience exceptional responsiveness, communication, and technical resolution. The ideal candidate brings strong leadership, deep MSP operational knowledge, and expert‑level understanding of ConnectWise, RMM technologies, and metrics‑driven management. Role The Service Desk Manager will oversee the daily operations of Nu‑Age’s Service Desk team, ensuring timely, high‑quality technical support for clients across multiple industries. This role is responsible for managing Service Level Agreements (SLAs), optimizing incident response, mentoring technicians, and continuously improving service delivery through process refinement and data‑driven performance insights. The ideal candidate is based in the Tri‑State area (NY, NJ, CT), a hands‑on leader with strong communication skills, a passion for customer satisfaction, and is experienced in a Managed Services Provider (MSP) environment. The role will serve as the client‑facing and primary point of contact when clients are seeking assistance and will act as a liaison between client and Nu‑Age. The position requires strong technical troubleshooting abilities, excellent communication, organization, interpersonal skills, and a proactive, service‑oriented approach to supporting daily IT needs. The role is a full‑time, six‑month contract with career growth opportunities for the candidate who delivers success in the role. Leadership & Team Management Lead, mentor, and develop Level 1–3 technicians and dispatchers to uphold Nu‑Age's customer service and technical excellence standards. Foster a culture of continuous improvement, accountability, and proactive problem‑solving. Provide coaching, performance evaluations, and professional development plans. Oversee scheduling, workload distribution, and escalation processes. Service Desk Operations Own daily Service Desk operations ensuring SLAs, KPIs, and client expectations are consistently met or exceeded. Oversee ticket flow, dispatch, prioritization, and escalation using MSP best practices. Ensure adherence to HDI (Help Desk Institute) standards and ITIL‑aligned processes. Participate in client meetings as a service delivery leader and subject‑matter expert. Manage and optimize ConnectWise Manage and ConnectWise Automate (RMM) environments. Maintain and enhance monitoring, alerting, patching, scripting, and automation standards. Ensure documentation accuracy within ConnectWise, IT Glue, and operational platforms. Develop and maintain BrightGauge dashboards and metric visualizations. Metrics & Performance Management Build and track KPIs including SLA compliance, CSAT, First Response, MTTR, backlog, and ticket hygiene. Conduct weekly, monthly, and quarterly performance reviews using analytics‑driven insights. Identify trends, recurring issues, and opportunities for automation and process improvement. Client Experience & Communication Serve as an escalation point for clients with a calm, clear, and professional communication style. Ensure consistent, timely, and high‑quality client updates on requests and incidents. Collaborate with vCISO, Professional Services, and Account Management teams to support client success. Technical Expertise (Required) Strong proficiency with ConnectWise Manage, ConnectWise Automate (RMM), and industry‑standard MSP tools. Strong knowledge of Microsoft technologies: Windows Server M365 administration Solid understanding of MSP‑based ticketing, monitoring, automation, and escalation workflows. Experience with BrightGauge reporting and dashboard creation. Understanding of networking fundamentals, system monitoring, patch management, and endpoint security tools. VMware administration experience. Cisco networking experience (switches, firewalls, Meraki preferred). ITIL or HDI certification (or equivalent). Experience working in a fast‑paced MSP environment. Qualifications 5+ years of Service Desk or IT operations experience within an MSP environment. 2+ years of leadership or supervisory experience. Proven track record of operational excellence and team performance improvement. Strong written and verbal communication skills with a customer‑focused mindset. Ability to manage multiple priorities and perform effectively under pressure. Compensation and Benefits 1099 Consultant – Full Time On‑Site Hourly Rate – $35.00 paid bi‑weekly Candidate will be on a probationary period of approximately six (6) months Monday through Friday Candidate will not be entitled to any other company benefits (e.g., health insurance, 401k, etc.). Job Details Seniority level: Mid‑Senior level Employment type: Full‑time Job function: Information Technology Industries: IT Services and IT Consulting Our Vision Partnership – We believe in the power of long‑lasting partnerships, providing our clients with high‑quality service and sustainable solutions which help them achieve their objectives. Accountability – We obtain superior results by challenging and proving ourselves every day to deliver on our promise of exceeding the client’s high expectations. Integrity – A commitment to honesty, fairness, and trustworthiness. Empowerment – A team that carries out the values and vision of NAG with the authority to be decisive. Thoughtful creativity – Continually examine our people, processes, and technology to provide unique, creative, and efficient solutions that meet evolving challenges. Transparent Communication – A consistent willingness to engage in tough conversations with subordinates, peers, customers, vendors, and business partners through openness and respect. Teamwork – Strive for a sense of camaraderie while working together to achieve common goals of the team, clients, and NAG. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law. #J-18808-Ljbffr