Help Desk Manager (MSP):

We are an award-winning Managed and Cloud Services Provider that has been in business for over 25 years. We provide full IT services to small to large sized businesses across a variety of industries, priding priding ourselves as being their single source for all IT solutions, including IT project design and implementation, cloud services, security services, helpdesk services, System monitoring, WAN/LAN services, etc.

Due to our continued growth, we are currently seeking a Help Desk Manager (MSP) with previous experience working for a Managed Services Provider. As the Help Desk Manager (MSP), you will lead a team of 15 L1-L3 technicians. Successful applicants will have a solid understanding of IT and be responsible for generating various reports, managing service tickets, scheduling technicians, and assisting in inventory management. Previous experience working with ConnectWise or Kaseya highly preferred.

Help Desk Manager (MSP) Responsibilities:

  • Generate Daily, Weekly, and Monthly Reports for Help Desk and Phone System.
  • Generate On-Demand Client Health and Asset Reports.
  • Review Service Tickets to ensure all tickets are assigned to a technician.
  • Ensure all tickets meet SLA and are updated every 24 hours.
  • Review priority tickets and ensure proper internal escalations are performed per Escalation Policy.
  • Schedule Technicians and work with the dispatcher for regular on-site visits.
  • Manage Technician Schedules within the ticketing system on a day-to-day basis.
  • Control tickets and reassign them when technicians are not in the queue or actively on-site.
  • Coordinate and ensure proper resources are allocated for technicians for day-to-day help desk work and on-site visits.
  • Assist in managing inventory.
  • Contact clients for follow-ups on technician compliances or concerns.
  • Ensure technicians are checking in and checking out at client sites and that all time and details are entered into service tickets before leaving the site.
  • Work with Sr. Technicians related to project work and planning/scheduling.
  • Utilizing BrightGauge to build client specific reports for Help Desk and management use
  • Basic understanding of the Network Detective Tool for monthly Cyber Security reports and remediation

Help Desk Manager (MSP) Benefits:

  • Health, Dental, & Vision Insurance
  • PTO, Sick Days, & Personal Days
  • Paid Holidays
  • Education and Certification Reimbursement
  • Hybrid WFH after onboarding period
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