IT Help Desk Manager

About the role

NetTech International (NTI) is looking for an experienced IT Help Desk Manager to lead the daily operations of its service desk. You will be responsible for ensuring the desk runs efficiently, delivers excellent client experiences, and maintains high service quality.

Key responsibilities

• Lead daily help desk operations, including ticket intake, triage, assignment, escalation, and closure in ConnectWise PSA.
• Manage schedules, shift coverage, and staffing to meet published service hours.
• Coach and develop Service Coordinators and L1/L2 Support Engineers through regular feedback and performance reviews.
• Serve as escalation point for high‑impact incidents and client complaints.
• Establish and monitor KPIs such as response time, SLA attainment, backlog health, and client satisfaction.
• Maintain and improve desk procedures, knowledge resources, and automation opportunities.

Required profile

• 5+ years of progressive experience in IT support, service desk, or managed services.
• 3+ years of people‑management experience, including coaching, scheduling, and performance accountability.
• Proven success leading a multi‑person support desk in a fast‑paced, client‑facing environment.
• Strong judgment under pressure and data‑driven management style.

Required skills

• ConnectWise PSA
• Microsoft 365
• Windows operating systems
• Networking fundamentals
• Identity and access management
• Backup concepts
• BrightGauge
• ConnectWise Automate (or other RMM platform)
• ConnectWise Control (or other remote‑support platform)
• IT Glue (or similar documentation platform)
• ITIL‑aligned incident and change management practices

What we offer

• Competitive salary based on experience.
• Benefits in accordance with Dominican Labor Law.
• Company‑provided equipment.
• 13 U.S. paid holidays.
• Flexible paid time off.
• Hybrid work environment with Monday‑Friday schedule.
• Open office and collaborative culture.
• Ongoing learning, professional development, and career growth opportunities.