Job description

TNS (an Omega Systems company) is seeking a hands-on Client Service Desk Manager who has the experience and the desire to lead our extraordinary technical service desk team. The ideal Client Service Desk Manager candidate will have relevant Managed Service Provider (MSP) experience in supporting small to medium-sized environments. The right candidate is committed to building the highest quality service desk team that delivers exceptional service to our clients by ensuring they have the required tools and software to identify, document, track and resolve reported problems. The right candidate is engaged, open-minded, process driven and eager to lead by example.

Essential Job Functions:

• Supervise, mentor, and develop the technical service desk team.
• Ensure the team is focusing on high quality technical support while increasing client satisfaction.
• Manage, maintain, and oversee day-to-day operations regarding proper ticketing procedures (assign & monitor tickets), reporting and technical support via phone.
• Work with Senior Engineers to resolve complex issues timely.
• Document problem solutions to create a knowledge base for future reference.
• Establish service performance metrics, monitor to ensure IT consistently achieves service goals, and provides daily, weekly, and monthly management reports.
• Identify staff training needs and coordinate training delivery.
• Stay current with the latest technologies.
• Stay current on developments within the IT industry and provide recommendations on ways to optimize speed, reduce cost, etc.
• Hire, develop, and retain high-performing, effective, and diverse teams.
• Maintains a knowledge base enabling support technicians to quickly find solutions to service requests.
• Requires ability to respond to emergency issues during off hours when needed.
• Establish and maintain regular written and in-person communications with the organization’s executives, department heads, and end users regarding pertinent IT activities.

Technical Skills Required:

• Solid technical background with Windows server infrastructure including experience with Active Directory & Office 365.
• Help desk Support experience in Windows and Mac environments; experience with performing desktop builds, fixes, repair, software installs & upgrades.
• Proficiency in ticketing systems such as ConnectWise, or similar tools.
• Experience in application support, in addition to infrastructure support.
• Knowledge of ITSM platforms and appropriate workflow methodology.
• MSCA, MCSE, MCITP or CCNA is a plus

Management Experience and Requirements:

• 3+ years of management experience managing a team size of at least 10, preferably in a call center or similar environment.
• Strong background in IT service delivery with a proven track record of ability to meet business requirements.
• Strong verbal and written communication, management, and customer service skills with a broad base of technical and non-technical audiences including project teams and multiple management layers.
• Ability to develop and recommend strategic and tactical plans for the delivery of technical services.
• Ability to foster teamwork.
• Ability to travel to office locations in NY, CT and MA

Job Type: Full-time

Salary: From: $95,000.00 per year +

Experience:

• Management: 3 years+ (Required)
• 5 years + of Technical Experience (Required)
• IT Customer Service: 3 years (Strongly Preferred)

Application Question:

• Have you worked for an MSP before and if so, what were your responsibilities?

Additional Compensation:

• Bonuses

Work Location:

• Offices in NY, CT and MA

EEO Statement

Omega Systems is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.

Job Type: Full-time

Pay: From $95,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Application Question(s):

• Have you worked for an MSP before? If so what were your responsibilities.

Work Location: Hybrid remote in Stamford, CT 06901

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