The Nu-Age Group · 2 days ago
Service Desk Manager
East Rutherford, NJ
Full-time
Onsite
Senior Level
$35/hr - $35/hr
5+ years expThe Nu-Age Group is a nationally recognized Managed Services Provider with over 28 years of excellence, seeking a skilled Service Desk Manager to lead their Service Desk operations. This role involves delivering high-quality technical support, managing service level agreements, mentoring technicians, and continuously improving service delivery to ensure exceptional client experiences.
Information TechnologyManagement ConsultingNetwork SecuritySecurity
Responsibilities
Lead, mentor, and develop Level 1–3 technicians and dispatchers to uphold Nu-Age's customer service and technical excellence standards
Foster a culture of continuous improvement, accountability, and proactive problem-solving
Provide coaching, performance evaluations, and professional development plans
Oversee scheduling, workload distribution, and escalation processes
Own daily Service Desk operations ensuring SLAs, KPIs, and client expectations are consistently met or exceeded
Oversee ticket flow, dispatch, prioritization, and escalation using MSP best practices
Ensure adherence to HDI (Help Desk Institute) standards and ITIL-aligned processes
Participate in client meetings as a service delivery leader and subject-matter expert
Manage and optimize ConnectWise Manage and ConnectWise Automate (RMM) environments
Maintain and enhance monitoring, alerting, patching, scripting, and automation standards
Ensure documentation accuracy within ConnectWise, IT Glue, and operational platforms
Develop and maintain BrightGauge dashboards and metric visualizations
Build and track KPIs including SLA compliance, CSAT, First Response, MTTR, backlog, and ticket hygiene
Conduct weekly, monthly, and quarterly performance reviews using analytics-driven insights
Identify trends, recurring issues, and opportunities for automation and process improvement
Serve as an escalation point for clients with a calm, clear, and professional communication style
Ensure consistent, timely, and high-quality client updates on requests and incidents
Collaborate with vCISO, Professional Services, and Account Management teams to support client success
Qualification
Required
Strong proficiency with ConnectWise Manage, ConnectWise Automate (RMM), and industry-standard MSP tools
Strong knowledge of Microsoft technologies: Windows Server, Active Directory / Azure AD, M365 administration, Endpoint management
Solid understanding of MSP-based ticketing, monitoring, automation, and escalation workflows
Experience with BrightGauge reporting and dashboard creation
Understanding of networking fundamentals, system monitoring, patch management, and endpoint security tools
VMware administration experience
Cisco networking experience (switches, firewalls, Meraki preferred)
ITIL or HDI certification (or equivalent)
Experience working in a fast-paced MSP environment
5+ years of Service Desk or IT operations experience within an MSP environment
2+ years of leadership or supervisory experience
Proven track record of operational excellence and team performance improvement
Strong written and verbal communication skills with a customer-focused mindset
Ability to manage multiple priorities and perform effectively under pressure
Company
The Nu-Age Group
The Nu-Age Group is a technology services firm that specializes in managed IT services, cybersecurity, Cloud solutions, and strategic IT consulting.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase