Service Desk Manager Jobs in Union, NJ (NOW HIRING)

Job Summary:
VersaTrust is seeking a Service Desk Specialist to provide technical support to clients by resolving desktop hardware and application issues. The role involves collaborating with team members to ensure efficient problem resolution and maintaining high levels of customer satisfaction through effective technical solutions and communication.
Responsibilities:
• Provide effective technical support to clients via phone, email and RMM toolset.
• Diagnose and resolve desktop application and hardware related issues
• Act as a supportive technical resource for the team, ensuring service needs are met
• Manage client IT systems and adhere to service level agreements and standard operating procedures.
• Ensure NetCov has updated customer documentation needed to provide best-in-class support.
• Perform additional tasks and responsibilities as assigned by your Service Desk Manager and/or Service Desk Team Lead, which may include duties not explicitly outlined in this job description, in alignment with the overall needs of NetCov operations.
• Maintain a daily 85% billable rate working tickets and answering phone calls.
• Potential for on-sites at customer offices, which would be directed by the Team Lead as the team need arises
• Real time tracking and updates of support tickets in Network Coverage’s ticketing system.
• Monitor and optimize client systems for efficient performance, reliability and security
• Produce and update technical documentation for client systems and team training
• Collaborate with the managed services team to identify client trends
• Maintain clear client communication and set expectations on active support inquiries
• Identify opportunities to enhance process efficiency and implement best practices
• Ensure that all customer inquiries and complaints are addressed promptly and professionally.
• Remain updated on industry advancements and enhance technical skills
• Standardize all inbound tickets that cross the team boards.
Qualifications:
Required:
• Provide effective technical support to clients via phone, email and RMM toolset.
• Diagnose and resolve desktop application and hardware related issues
• Act as a supportive technical resource for the team, ensuring service needs are met
• Manage client IT systems and adhere to service level agreements and standard operating procedures.
• Ensure NetCov has updated customer documentation needed to provide best-in-class support.
• Perform additional tasks and responsibilities as assigned by your Service Desk Manager and/or Service Desk Team Lead, which may include duties not explicitly outlined in this job description, in alignment with the overall needs of NetCov operations.
• Maintain a daily 85% billable rate working tickets and answering phone calls.
• Potential for on-sites at customer offices, which would be directed by the Team Lead as the team need arises
• Real time tracking and updates of support tickets in Network Coverage’s ticketing system.
• Monitor and optimize client systems for efficient performance, reliability and security
• Produce and update technical documentation for client systems and team training
• Collaborate with the managed services team to identify client trends
• Maintain clear client communication and set expectations on active support inquiries
• Identify opportunities to enhance process efficiency and implement best practices
• Ensure that all customer inquiries and complaints are addressed promptly and professionally.
• Remain updated on industry advancements and enhance technical skills
• Standardize all inbound tickets that cross the team boards
• Technical knowledge of current IT infrastructures including standard client/server models, network topologies, Windows and Mac OS, network protocols, virtualization, cloud systems and security
• Knowledge of with Microsoft server and client OS, Active Directory, DNS, DHCP, Exchange/Office365, printing and Microsoft Office
• Knowledge of LAN/WAN connectivity designs, firewalls, switching and wireless
• Ability to diagnose and resolve technical issues timely and effectively
• Experience with various troubleshooting tools and techniques
• Strong organizational skills and ability to prioritize tasks
• Excellent verbal and written communication abilities
• Active listening skills to fully understand client issues and concerns
• High attention to detail to ensure accurate record-keeping
• Associate’s degree in Information Technology, Computer Science, Network Administration or related business field.
• 1-3 years of relevant IT experience as either a Help Desk Analyst, Desktop Administrator, IT Specialist or similar position.
• Reliable transportation is required.
Preferred:
• Industry certifications (e.g., CompTIA A+, Network+, Security+, Amazon AWS, Microsoft Azure, Microsoft MCP, Cisco CCNA or similar) are highly desirable.
Company:
Versatrustis an IT company that provides cloud computing and security services. Founded in 1997, the company is headquartered in Fort Worth, USA, with a team of 11-50 employees. The company is currently Early Stage.