IT Help Desk Manager

IT Help Desk Manager

NetTech International (NTI)

Reports to: Director of IT Services

About NTI

NetTech International (NTI) provides back-office and technical support services to U.S.-based companies. Our team is composed of talented professionals dedicated to delivering high-quality solutions, operational excellence, and exceptional customer service.

At NTI, collaboration, accountability, and continuous improvement drive everything we do.

About the Opportunity

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 is responsible for keeping the desk organized, responsive, accountable, and focused on delivering excellent client experience.

The right person combines strong people leadership with practical technical judgment. You know how to manage ticket flow, coach employees, handle escalations, use performance data, and create consistent operating discipline in our ticketing system ConnectWise. You can coordinate a major incident and know when to involve the Director of IT Services, L3 engineers, the Internal IT Manager, vendors, or other resources. Your primary job is to lead the desk, not become its default ticket resolver

What You Will Own

• Lead the daily operation of the help desk, including ticket intake, triage, assignment, prioritization, documented next steps, escalation, follow-up, aging, and closure in line with service commitments.
• Direct the daily work of the Service Coordinator and L1/L2 Support Engineers by setting clear expectations, balancing workloads, maintaining coverage, coordinating handoffs with L3 and Internal IT, and holding each team member accountable for performance and service quality.
• Manage schedules, time-off coverage, shift coverage, and temporary workload changes so the desk remains staffed for published service hours and planned maintenance
• Monitor our ticketing system (ConnectWise PSA) throughout the day to maintain healthy queues, accurate ticket statuses, clear ownership, timely documentation, disciplined time entry, and adherence to service commitments.
• Coach and develop employees through regular one-on-one meetings, team huddles, performance reviews, documented feedback, and practical development plans; address repeated performance or process issues through documented corrective action in partnership with the Director of IT Services and HR.
• Serve as the management escalation point for high-impact incidents, recurring service concerns, and client complaints.
• Ensure clients receive clear, accurate, and appropriately frequent communication, particularly when an issue is complex or requires additional time to resolve.
• Establish and manage service desk KPIs, including response and resolution times, SLA attainment, backlog health, first-contact resolution, reopen rates, productivity, and client satisfaction.
• Review individual and team performance data, identify the causes of missed expectations, and implement measurable corrective actions.
• Maintain service desk procedures, escalation paths, knowledge resources, quality standards, and consistent operating practices.
• Identify opportunities to reduce repeat issues, improve workflows, strengthen documentation, and use automation more effectively.
• Partner with leadership on hiring, onboarding, staffing needs, succession planning, and performance management.

What You Will Bring

• 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 responsibility for coaching, scheduling, performance expectations, and accountability.
• Demonstrated success leading a multi-person support desk in a fast-paced, client-facing environment.
• Hands-on experience using ConnectWise PSA to oversee ticket queues, SLAs, technician activity, time entry, time sheets, and reporting is strongly preferred.
• Working knowledge of Microsoft 365, Windows environments, endpoint support, networking fundamentals, identity and access management, backup concepts, and common MSP support tools.
• Strong judgment under pressure and the ability to prioritize competing needs, coordinate incident response, and communicate confidently with clients, employees, and executives.
• A data-driven management style and the ability to translate service metrics into clear expectations and practical improvement plans.
• Strong written and verbal communication skills with consistent attention to documentation and follow-through.
  

Preferred Experience

• Leadership experience within an IT managed service provider environment.
• Experience managing distributed, remote, or international team members.
• Experience with BrightGauge, ConnectWise Automate or another RMM platform, ConnectWise Control or another remote-support platform, and IT Glue or another documentation platform.
• Familiarity with ITIL-aligned incident, request, problem, and change-management practices.
• Relevant technical, service-management, or leadership certifications.
• Experience supporting small and midsize business clients across varied technology environments and service agreements.

What Success Looks Like
The help desk operates with clear ownership, dependable coverage, healthy ticket queues, accurate ConnectWise data, and consistent client communication. Team members understand what is expected, receive regular coaching, and are held accountable for results. Escalations are managed calmly and promptly, service trends are visible, and improvement efforts produce measurable results.

Why This Role Matters
The Help Desk Manager has a direct impact on every client interaction and on the daily experience of the support team. This is an opportunity to take meaningful ownership of an essential function, strengthen the way the desk operates, and help build a high-performing service culture. 

What you would love about NTI

• Competitive salary based on experience and qualifications.
• Benefits in accordance with Dominican Labor Law.
• Company-provided equipment.
• 13 U.S. paid holidays.
• Flexible Paid Time Off (PTO).
• Hybrid work environment.
• Monday–Friday schedule
• Open office environment
• Collaborative, supportive, and people-focused culture.
• Ongoing learning and professional development opportunities.
• Career growth opportunities within NTI.

Work Environment

• Full-time position
• Schedule: M - F / 8:00 am to 5:00 pm and 9:00 am to 6:00 pm
• Location: Santiago, Dom. Rep. 
• Reports to: Director of IT Services

Interview process

• Application and review
• HR screening call
• Technical interview
• Manager interview
• Final Interview with the Leadership Team

Apply
If you are an experienced service desk leader who knows how to bring structure, accountability, urgency, and strong people management to an MSP environment, we would like to hear from you.