Technical Support - Client Support and Service Desk Manager

Technical Support - Client Support and Service Desk Manager Technical Support - Client Support and Service Desk Manager Get AI-powered advice on this job and more exclusive features. Are you a process-driven leader who thrives at the crossroads of digital project delivery and IT service excellence? Multimedia Solutions is a 30+ year digital consultancy delivering enterprise-grade web and platform solutions for national brands in a variety of industries including banking, legal, insurance, and healthcare. We are seeking a Client Support and Service Desk Manager to manage client services and support requests for our post-deployment technology project deliveries. This client-facing hybrid role blends strategic oversight of client services with day-to-day hands-on service management, which is ideal for someone who can align teams, optimize workflows, and deliver exceptional results across both functions. Opportunity to drive high-impact client service operations that directly impact client and team success Lead cross-functional efforts across CMS platforms, infrastructure upgrades, and helpdesk operations Competitive salary with health, dental, 401K, PTO, and bonus eligibility Collaborate with seasoned engineers, designers, and strategists in a culture that values ownership, excellence, and trust Gain executive visibility and grow into roles with broader operational or delivery oversight Your Responsibilities Service Desk Management Lead day-to-day support operations, from triage to resolution, across internal teams and client support models Enforce SLA compliance and ensure high-quality service through incident and escalation management Coach and develop the service desk team, handling performance reviews and upskilling Define and document SOPs for ticketing, change control, and service delivery Monitor support metrics (backlog, resolution time) and identify areas for improvement Collaborate with engineering and infrastructure leads on system issues and upgrade planning Prepare regular service reports and trend analysis for leadership What You Bring 5+ years of experience managing a mix of IT projects and support operations 3+ years in a supervisory role with direct reports and accountability for team performance Experience with ITSM platforms (e.g., Jira Service Management) Strong grasp of project management methodologies (Agile, Waterfall, Kanban) Familiarity with CMS platforms (WordPress, Umbraco) and infrastructure concepts (networks, hosting, cloud) Skilled communicator who can work fluidly with both developers and non-technical stakeholders Calm under pressure, meticulous in execution, and energized by operational challenges Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Project Management, Information Technology, and Management Industries IT Services and IT Consulting Referrals increase your chances of interviewing at Multimedia Solutions by 2x Inferred from the description for this job Medical insurance Get notified about new Service Desk Manager jobs in New York City Metropolitan Area . We're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr