We are growing Managed Services Provider (MSP) that is hiring an experienced IT Help Desk Manager to lead its technical support operations. This role is ideal for a hands-on manager who thrives in a fast-paced environment, has strong team leadership experience, and understands the unique demands of working in an MSP.
As the IT Help Desk Manager, you’ll oversee the daily operations of the service desk, ensuring timely ticket resolution, team coordination, SLA compliance, and excellent customer communication. You will work directly with executive leadership to improve service quality, documentation, and internal workflows—ensuring a seamless client experience.
Key Responsibilities:
- Manage all inbound help desk tickets, ensuring fast and effective resolution
- Oversee ticket queues, service boards, and technician workloads to maintain SLA compliance
- Act as an escalation point for complex or unresolved technical issues
- Coordinate schedules and workload for help desk technicians
- Lead regular team meetings, performance reviews, and training sessions
- Monitor help desk metrics and drive process improvement initiatives
- Maintain clear and consistent communication with clients and internal teams
- Document SOPs, update workflows, and standardize support processes
- Collaborate with leadership to align technical execution with business goals
Required Experience & Skills:
- 3+ years of experience managing a help desk or IT support team (MSP experience strongly preferred)
- Proficiency with Microsoft 365, Windows Server, basic networking, and IT infrastructure
- Familiarity with ticketing and RMM platforms (ConnectWise, Kaseya, or similar)
- Strong leadership, organizational, and time management skills
- Ability to juggle shifting priorities and multiple support channels (email, phone, remote tools)
- Customer service focused with strong interpersonal and communication skills
- Experience coaching and mentoring support engineers or technicians
Compensation & Benefits:
- Salary range: $115,000 – $130,000 annually (based on experience)
- Health, Dental, Vision, and Life Insurance
- 401(k) plan with company match
- Generous Paid Time Off (PTO) + Paid Holidays
- Certification and training reimbursement
- Professional development opportunities in a fast-growing MSP
