IT Help Desk Manager

About the role

NTI is seeking an experienced IT Help Desk Manager to own the day‑to‑day performance of our service desk and lead a team of help desk professionals. This role keeps the desk organized, responsive, accountable, and focused on delivering an excellent client experience.

Key responsibilities

• Lead daily help‑desk operations, including ticket intake, triage, assignment, prioritization, documentation, escalation, follow‑up, aging, and closure.
• Direct the work of Service Coordinators and L1/L2 Support Engineers, balancing workloads, maintaining coverage, and coordinating handoffs with L3 and internal IT.
• Manage schedules, time‑off, shift coverage, and temporary workload changes to ensure staffing for published service hours.
• Monitor ConnectWise PSA throughout the day to keep queues healthy, ticket statuses accurate, and service commitments met.
• Coach and develop staff through one‑on‑ones, team huddles, performance reviews, and documented feedback.
• Serve as the escalation point for high‑impact incidents, recurring service concerns, and client complaints.
• Establish and track service‑desk KPIs such as response and resolution times, SLA attainment, backlog health, and client satisfaction.
• Maintain procedures, escalation paths, knowledge resources, and quality standards while identifying automation opportunities.

Required profile

• Five or more years of progressive experience in IT support, service‑desk or managed‑services operations.
• Three or more years of direct people‑management experience, including coaching, scheduling, and performance accountability.
• Proven success leading a multi‑person support desk in a fast‑paced, client‑facing environment.
• Hands‑on experience with ConnectWise PSA (preferred) and solid knowledge of Microsoft 365, Windows environments, endpoint support, networking fundamentals, identity and access management, and backup concepts.
• Strong judgment under pressure, data‑driven management style, and excellent written and verbal communication.

Required skills

• ConnectWise PSA
• Microsoft 365
• Windows operating systems
• Endpoint support
• Networking fundamentals
• Identity and access management
• Backup concepts
• BrightGauge, ConnectWise Automate (RMM), ConnectWise Control (remote support), IT Glue
• ITIL‑aligned incident, request, problem, and change‑management practices

What we offer

• Competitive salary based on experience and qualifications.
• Benefits in accordance with Dominican Labor Law.
• Company‑provided equipment and 13 U.S. paid holidays.
• Flexible paid time off and hybrid work environment.
• Collaborative, supportive, people‑focused culture with ongoing learning and career growth opportunities.