IT Help Desk Manager
NetTech International (NTI)
Reports to: Director of IT Services
About NTI
NetTech International (NTI) provides back-office and technical support services to U.S.-based companies. Our team is composed of talented professionals dedicated to delivering high-quality solutions, operational excellence, and exceptional customer service.
At NTI, collaboration, accountability, and continuous improvement drive everything we do.
About the Opportunity
NTI is seeking an experienced IT Help Desk Manager to own the day-to-day performance of our service desk and lead a team of help desk professionals. This role is responsible for keeping the desk organized, responsive, accountable, and focused on delivering excellent client experience.
The right person combines strong people leadership with practical technical judgment. You know how to manage ticket flow, coach employees, handle escalations, use performance data, and create consistent operating discipline in our ticketing system ConnectWise.
You can coordinate a major incident and know when to involve the Director of IT Services, L3 engineers, the Internal IT Manager, vendors, or other resources. Your primary job is to lead the desk, not become its default ticket resolver
What You Will Own
- Lead the daily operation of the help desk, including ticket intake, triage, assignment, prioritization, documented next steps, escalation, follow-up, aging, and closure in line with service commitments.
- Direct the daily work of the Service Coordinator and L1/L2 Support Engineers by setting clear expectations, balancing workloads, maintaining coverage, coordinating handoffs with L3 and Internal IT, and holding each team member accountable for performance and service quality.
- Manage schedules, time-off coverage, shift coverage, and temporary workload changes so the desk remains staffed for published service hours and planned maintenance
- Monitor our ticketing system (ConnectWise PSA) throughout the day to mainta
📌 IT Help Desk Manager (Santiago)
🏢 hrfh
📍 Santiago