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Service Desk Manager

AFScott, LLC
Easton, PA
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

At AFScott we rely on our IT systems to power the solutions that help our customers achieve success. We’re seeking an experienced IT Help Desk manager who can join us on this journey, using his or her technological skills to make us more efficient. In this role, you will analyze our current systems and assets, recommend and implement solutions and upgrades, and provide training. Our ideal candidate has extensive knowledge of network maintenance, experience managing staff, and advanced industry knowledge to keep us on the cutting edge. From day one, you’ll have an immediate impact on the day-to-day efficiency of our IT operations, and an ongoing impact on our overall growth.

What will you be doing?

We are looking for an experienced help desk manager to oversee our desktop support team in providing exemplary technical support to our clients. You will be responsible for training, supporting, and leading your team. You will also be required to manage ticket escalation and resolve any technical issues.

Your duties and responsibilities will include the following:

  • Managing and supporting our team of help desk technicians

  • Mentoring your team, providing training, and conducting performance evaluations

  • Monitoring team performance and developing feedback reports for management

  • Communicating with clients and providing in-person and phone support, if required

  • Troubleshooting and resolving technical issues

  • Hold responsibility over training, supervising, evaluating, and disciplining service desk staff

  • Oversee our ticketing system and technical support teams with the assignment, prioritization, escalation, documentation, and resolution of all support tickets and related requests.

  • Providing support for all information technology products and services

  • Managing escalations and ensuring any issues are resolved in a timely manner

  • Making recommendations to improve operational efficiency


What are we looking for?

To be successful as a help desk manager you should have excellent interpersonal and conflict management skills. Ultimately, a top-notch help desk manager should be able to ensure that our clients receive professional and efficient technical support.


  • Bachelor's degree in computer science, information technology, or a related field

  • Experience with ConnectWise Manage and Automate (Preferred)

  • CompTIA A+, Network +, Security + or equivalent (Preferred)

  • Demonstrated experience providing technical oversight to a team or group

  • At least 3 years’ experience in managed services or related field

  • Strong experience with Microsoft 365, and Google GSuite

  • Strong server administration skills.

  • Experience troubleshooting endpoints, servers, hardware, and peripherals.

  • Excellent analytical and troubleshooting skills

  • Ability to work under pressure

  • Excellent leadership and people management skills

  • Strong customer service skills

What are we offering?

This is an excellent opportunity for someone with previous experience who is looking to join an exciting and innovative company and use their talents and experience to build something amazing. We are offering a great package for the right person, with a competitive salary offering and more.

  • Fun work environment

  • Fast growing company with room for future career growth

  • Competitive compensation

  • Great PTO

  • 401K plan

  • Paid training and certifications

AFScott, LLC

Why Work Here?
Well established service provider, growing quickly with signifigant room for advancement.


135 Route 202/206 Suite 7 Bedminster NJ 07921

Easton, PA



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