Service Desk Manager

Service Desk Manager – Contractor – Position Overview

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 Connect Wise, RMM technologies, and metrics‑driven management.

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. This role will serve as the client‑facing and the 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. The position has career growth for the candidate who delivers success in the role.

• 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.

• 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 Connect Wise Manage and Connect Wise Automate (RMM) environments.
• Maintain and enhance monitoring, alerting, patching, scripting, and automation standards.
• Ensure documentation accuracy within Connect Wise, IT Glue, and operational platforms.
• Develop and maintain Bright Gauge dashboards and metric visualizations.

• 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.

• 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.

• Strong proficiency with Connect Wise Manage, Connect Wise 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 Bright Gauge 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…