Information Technology Service Desk Manager

About the role

NetTech International (NTI) is looking for an experienced IT Service Desk Manager to own the day‑to‑day performance of its help desk and lead a team of L1/L2 support engineers. The role focuses on organizing ticket flow, coaching staff, handling escalations and ensuring a high‑quality client experience.

Key responsibilities

• Lead daily help‑desk operations: ticket intake, triage, assignment, prioritisation, documentation, escalation, follow‑up and closure in line with service commitments.
• Manage and coach the Service Coordinator and support engineers, set expectations, balance workloads, maintain shift coverage and hold team members accountable for performance.
• Monitor ConnectWise PSA queues, ticket statuses, time entry and SLA adherence, and intervene to keep queues healthy.
• Serve as escalation point for high‑impact incidents, recurring service issues and client complaints, coordinating with L3 engineers, internal IT, vendors and leadership.
• Define and track service‑desk KPIs such as response and resolution times, SLA attainment, backlog health, first‑contact resolution and client satisfaction.
• Maintain and improve procedures, knowledge resources, automation opportunities and documentation standards.

Required profile

• 5+ years progressive experience in IT support, service‑desk or managed‑services operations.
• 3+ years of people‑management experience, including coaching, scheduling and performance accountability.
• Proven ability to lead a multi‑person support desk in a fast‑paced, client‑facing environment.
• Strong judgment under pressure, data‑driven management style and excellent communication with clients, staff and executives.

Required skills

• ConnectWise PSA (ticketing, SLA, reporting).
• Microsoft 365 and Windows environments.
• Endpoint support, networking fundamentals, identity and access management, backup concepts.
• BrightGauge, ConnectWise Automate (RMM) or similar platforms.
• ConnectWise Control or other remote‑support tools.
• IT Glue or comparable documentation platforms.
• ITIL‑aligned incident, request, problem and change management practices.

What we offer

• Competitive salary based on experience.
• Benefits in accordance with Dominican labor law.
• Company‑provided equipment and 13 U.S. paid holidays.
• Flexible paid time off and hybrid work environment.
• Monday‑Friday schedule with optional shift times.
• Collaborative, supportive culture with ongoing learning and career growth opportunities.