IT Help Desk Manager
Job Description
Help Desk Manager\n
Location: Port Jefferson, NY (Primarily On-site)
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Company: Global Computer Systems (GCS)
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Salary: $75,000–$100,000 annually, depending on experience and qualifications
About the Role\n
Global Computer Systems (GCS) is seeking an experienced, technically proficient Help Desk Manager to lead our support team and oversee day-to-day help desk operations.
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We're looking for someone who combines strong technical expertise with leadership, organization, and accountability. This individual will be responsible for managing technicians, overseeing ticket workflows, maintaining service quality, and ensuring our clients receive timely and effective support.
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This is a hands-on leadership position with a strong focus on managing the help desk, while also being actively involved in troubleshooting technical issues, assisting with escalations, and handling support tickets when needed.
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Beyond daily operations, this role will focus on improving internal processes, identifying recurring technical issues, recognizing potential sales opportunities, and helping us continuously improve our service delivery.
What You'll Do\n
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- Oversee daily help desk operations, ensuring tickets are properly prioritized, assigned, and resolved efficiently
- Lead, mentor, and support technicians while maintaining accountability for performance, documentation, and client communication
- Monitor ticket queues, technician workloads, response times, and SLA compliance to maintain service quality
- Provide hands-on technical support, troubleshoot complex issues, assist with escalations, and handle regular support tickets as needed
- Identify recurring client issues, investigate root causes, and implement long-term solutions
- Recognize opportunities for hardware upgrades, security improvements, additional services, and other client IT needs, coordinating recommendations with account management
- Improve support workflows, documentation standards, and internal processes to increase efficiency
- Manage technician scheduling, workload distribution, and after-hours support coverage
- Track and report on help desk performance metrics, including ticket volume, backlog, resolution times, and technician productivity
- Handle escalated client concerns, ensuring clear communication and timely resolution
- Coordinate with engineering and project teams to ensure smooth transitions of newly implemented systems into ongoing support
- Work closely with company leadership to identify operational improvements, staffing needs, and opportunities to enhance service delivery
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Qualifications\n
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- 5+ years of experience in IT support, help desk, or systems administration
- Previous experience leading, supervising, or managing a technical support team preferred
- Experience working in a Managed Service Provider (MSP) environment strongly preferred
- Strong hands-on technical experience with Windows, Microsoft 365, Active Directory, networking, and general IT infrastructure
- Ability to independently troubleshoot technical issues and assist technicians with complex escalations
- Experience managing ticket queues, technician workloads, SLAs, and support operations
- Experience with PSA and ticketing platforms
- Experience with RMM platforms, such as NinjaOne, and common MSP security and monitoring tools
- Strong leadership, organizational, troubleshooting, and communication skills
- Ability to identify recurring problems, recommend improvements, and recognize opportunities to better support client IT environments
- Comfortable working directly with clients and managing multiple priorities in a fast-paced MSP environment
- Self-motivated, proactive, and capable of taking ownership of daily operations and team performance
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Benefits & Perks\n
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- Paid Time Off (PTO)
- Paid holidays (all Federal holidays)
- Comp time for eligible after-hours support
- 401(k) plan with automatic company contribution
- Profit sharing program
- Health, dential and vision insurance
- Work-from-home flexibility
- Opportunities for professional development and long-term career growth
- Collaborative work environment with an experienced engineering and support team
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About Global Computer Systems\n
Global Computer Systems (GCS) is an established Managed Service Provider based in Port Jefferson, New York. Since 1996, we've helped businesses throughout Long Island, New York City, and the surrounding region manage, secure, and optimize their technology environments.
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We provide comprehensive IT solutions, including managed IT support, cybersecurity, cloud services, networking, infrastructure, and backup and disaster recovery. We work with industry-leading technologies from Microsoft, CrowdStrike, Proofpoint, Fortinet, Veeam, and others.
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At GCS, we take pride in building long-term relationships with our clients, solving challenging technical problems, and delivering dependable IT services. We're looking for people who share that commitment and want to grow with our team.