Service Desk Manager at Proactive Physical Therapy Centers, PLLC

New York, New York, United States -

Full Time

Start Date

Immediate

Expiry Date

09 Sep, 26

Salary

115000.0

Posted On

11 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Desk Management, MSP IT Support, Microsoft 365, Azure, PSA/RMM Tools, SLA Management, KPI Monitoring, Incident Management, Leadership, Capacity Planning, Performance Management, Technical Coaching

Industry

IT Services and IT Consulting

Description

Lead the Team. Elevate the Experience. Make It Happen. At Solarus, we believe great IT service starts with great people — and the Service Desk is where that belief comes to life every single day. We’re a growing, values-driven Managed Services Provider based in Midtown Manhattan, and we’re looking for an experienced Service Desk Manager to lead one of the most critical functions in our company. This is a fully in-office position, designed for leaders who value collaboration, mentorship, and being present with their team. This role isn’t about keeping the lights on — it’s about building a high-performing team, delivering consistently excellent client experiences, and helping shape how Solarus scales. What You’ll Do at Solarus As our Service Desk Manager, you’ll own the performance, growth, and culture of our Service Desk — Tier 1 through Tier 3. • 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 How We Work: EOS at Solarus Solarus practices the Entrepreneurial Operating System (EOS). That means clear accountability, scorecards that matter, quarterly priorities (Rocks), and leadership alignment focused on solving real issues. Our Core Values • Make It Happen • Do Good Always • Integrity in Action • Performance with Purpose • Reliable Team Player What We’re Looking For • 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 Why Solarus • High-visibility leadership role • Real influence over service delivery • People-first, values-driven culture • EOS-driven clarity and accountability • Fully in-office collaboration in Midtown Manhattan If you’re ready to lead a Service Desk that’s central to the company’s success, we’d love to meet you.

Responsibilities

Lead day-to-day Service Desk operations for Tier 1 through Tier 3 technicians in the Manhattan office. Focus on improving workflows, monitoring SLAs/KPIs, and managing major incidents and executive-level client relationships.