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Global Computer Systems · Port Jefferson, New York
Help Desk Manager
Port Jefferson, NY (Primarily On-site)
Company:
Global Computer Systems (GCS)
Salary:
$75,000–$100,000 annually, depending on experience and qualifications
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.
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.
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.
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
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
Qualifications
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 RMM platforms, such as NinjaOne, and common MSP security and monitoring tools
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
Benefits & Perks
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
About Global Computer Systems 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.
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.
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.
Details
| Company | Global Computer Systems |
| Location | Port Jefferson, New York |
| Type | FULL TIME |
| Niche | Full-time |
| Salary | $75,000 – $75,000 / yr |