IT Help Desk Manager

About the role

NTI, which provides back-office and technical support services to U.S.-based companies, is looking for an experienced IT Help Desk Manager to run the service desk and lead a team of help desk professionals. The manager keeps the desk organized, responsive and accountable, coordinates major incidents and escalates to the Director of IT Services, L3 engineers, the Internal IT Manager, vendors and other resources. The role reports to the Director of IT Services.

Key responsibilities

• Lead daily help desk operations: ticket intake, triage, assignment, prioritization, documented next steps, escalation, follow-up, aging and closure in line with service commitments.
• Direct the Service Coordinator and L1/L2 Support Engineers, set expectations, balance workloads, maintain coverage and coordinate handoffs with L3 and Internal IT.
• Manage schedules, time-off and shift coverage so the desk is staffed during published service hours and planned maintenance.
• Monitor ConnectWise PSA queues, ticket statuses, time entry and documentation, and ensure adherence to service commitments.
• Coach employees through one-on-ones, team huddles, performance reviews and documented feedback, and use corrective action for repeated issues.
• Serve as escalation point for incidents, recurring service concerns and client complaints, and keep clients informed.
• Establish and track KPIs such as response and resolution times, SLA attainment, backlog health, first-contact resolution, reopen rates, productivity and client satisfaction.
• Maintain procedures, escalation paths, knowledge resources and quality standards, and pursue improvements, automation and reduced repeat issues.
• Partner with leadership on hiring, onboarding, staffing, succession planning and performance management.

Required profile

• Five or more years of progressive experience in IT support, service desk, help desk or managed services operations preferred.
• Three or more years of direct people-management experience, including coaching, scheduling and performance accountability.
• Demonstrated success leading a multi-person support desk in a fast-paced, client-facing environment.
• Preferred: leadership experience in an MSP, experience with remote or international teams, and familiarity with ITIL-aligned incident, request, problem and change management.

Required skills

• Hands-on experience with ConnectWise PSA strongly preferred.
• Working knowledge of Microsoft 365, Windows, endpoint support, networking basics, identity and access management, backup concepts and common MSP tools.
• Preferred: BrightGauge, ConnectWise Automate or another RMM platform, ConnectWise Control or another remote-support tool, and IT Glue or another documentation platform.

What we offer

• Competitive salary based on experience and qualifications.
• Benefits in accordance with Dominican Labor Law and company-provided equipment.
• 13 U.S. paid holidays, flexible PTO and a Monday-Friday schedule.
• Hybrid work environment, open office, and career growth and learning opportunities.