Help Desk Engineer (Hybrid) – MSP

We are seeking a Help Desk Manager (Hybrid) – MSP to join our rapidly growing team that supports small to medium size businesses. Our company has been around for more than 20 years, we continue to expand ourselves across the Tri-State area. We offer a performance bonus, 401 with matching, dental, health care, vision, partial work from home, travel reimbursements, and many more perks. If you feel like you are to join a fast-paced company that is diverse and inclusive we encourage you to apply!

The Help Desk Manager (Hybrid) must be detail-oriented, have leadership skills, and have customer service experience. In this role, you will be tracking KPL to see any trends and creating any performance improvements if needed. You will be leading group technicians who might need your support when needed. You must have some experience working with SolarWinds, O365 Admin, and Active Directory.

Help Desk Manager (Hybrid) – MSP Requirements:

  • Develop daily, weekly and monthly reports on help desk team’s productivity
  • Ensure customer service is timely and accurate on a daily basis
  • Contribute to improving customer support by actively responding to queries and handling complaints
  • Establish best practices through the entire technical support process
  • Follow up with customers to identify areas of improvement
  • Experience with working with helpdesk tickets or RMM (Kaseya, SolarWinds, ServiceNow or Bomgar)
  • Hands on experience with Active Directory and MS 365 Admin
  • Tracking, reporting, and ensuring adherence to SLAs
  • Domain functionality experience with Active Directory functionalities, Group Policy, DNS, and DHCP

Help Desk Manager (Hybrid) – MSP Salary & Benefits:

  • $90k- $120k
  • Health, Dental & Vision Insurance
  • Unlimited PTO
  • Hybrid Work Model (2-3 days)
  • 401k w/match
  • Travel reimbursement/training
  • Performance Bonus