Service Desk Manager

About the role

NTI is seeking an experienced Service Desk Manager to own daily performance of its help desk, lead a team of L1/L2 engineers, and ensure excellent client experience.

Key responsibilities

• Lead daily help desk operations: ticket intake, triage, assignment, prioritization, escalation, follow‑up and closure in line with service commitments.
• Direct Service Coordinator and support engineers, set expectations, balance workloads, maintain coverage and hold team accountable for quality.
• Manage schedules, shift coverage and time‑off to keep the desk staffed during published service hours.
• Monitor ConnectWise PSA queues, maintain accurate ticket statuses, ownership, documentation and time entry.
• Coach and develop staff through one‑on‑ones, team huddles, performance reviews and corrective actions.
• Serve as escalation point for high‑impact incidents, recurring issues and client complaints.
• Establish and track KPIs such as response/resolution times, SLA attainment, backlog health and client satisfaction.
• Maintain procedures, escalation paths, knowledge resources and drive continuous improvement.

Required profile

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

Required skills

• Hands‑on experience with ConnectWise PSA (ticket queues, SLAs, time entry, reporting).
• Working knowledge of Microsoft 365, Windows environments, endpoint support, networking fundamentals, identity and access management, backup concepts.
• Familiarity with BrightGauge, ConnectWise Automate or other RMM platforms, ConnectWise Control or remote‑support tools, and IT Glue documentation platform.
• Understanding of 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, hybrid work environment and Monday‑Friday schedule.
• Collaborative, supportive culture with ongoing learning and career growth opportunities.