Service Desk Manager
About The Position
Solarus is a growing, values-driven Managed Services Provider based in Midtown Manhattan seeking an experienced Service Desk Manager to lead one of the most critical functions in the company. This is a fully in-office position, designed for leaders who value collaboration, mentorship, and being present with their team. The role focuses on building a high-performing team, delivering consistently excellent client experiences, and helping shape how Solarus scales. The Service Desk Manager will own the performance, growth, and culture of the Service Desk — Tier 1 through Tier 3.
Requirements
- 5+ years MSP IT support experience
- 2+ years managing a Service Desk or support team
- Strong Microsoft 365, Azure, and infrastructure knowledge
- Experience with PSA/RMM tools (ConnectWise, Autotask, Datto, or similar)
- Strong understanding of SLAs and service metrics
- Excellent communication and leadership skills
Responsibilities
- Lead day-to-day Service Desk operations in our Manhattan office
- Ensure tickets, service requests, and incidents are handled efficiently
- Monitor SLAs, KPIs, and service trends to drive improvement
- Coach and develop technicians into accountable professionals
- Improve workflows, documentation, and processes
- Own escalations and major incident management
- Partner with leadership on capacity planning and strategy
- Build trusted relationships with executive-level clients
- Support hiring, onboarding, and performance management
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
