We are a premier Managed Services Provider that have been delivering cutting-edge IT and cybersecurity solutions for over 25 years. We have grown steadily by building strong client relationships and fostering a positive, growth-oriented work environment. More than just a team, we emphasize care, consistency, and collaboration. With an open-door policy and a culture that values feedback, continuous learning, and professional development, we thrive on solving complex challenges while ensuring a supportive and enjoyable workplace.

Our current opening is for a Help Desk Manager (MSP) who has a background in the MSP industry.

Help Desk Manager (MSP) Responsibilities

  • Oversee IT service delivery to ensure alignment with SLAs and client expectations
  • Monitor ticket flow, escalations, and compliance using Autotask PSA
  • Audit tickets for quality, accuracy, and resolution efficiency
  • Analyze overdue tickets to identify patterns and collaborate on resolutions
  • Address billing disputes, review time entries, and coordinate with clients and accounting
  • Manage contract creation, updates, and renewals in Autotask
  • Conduct interviews, evaluate candidates, and support the hiring process
  • Develop and implement onboarding plans, training schedules, and mentorship for new hires
  • Manage and mentor Tier 1 and Tier 2 staff through regular meetings and performance reviews
  • Enforce accurate time tracking policies and optimize resource allocation
  • Act as a client escalation point and foster strong customer relationships
  • Develop and refine SOPs, implement workflow improvements, and ensure compliance with security standards
  • Track and report key performance indicators (KPIs) to senior leadership
  • Oversee MSP tool usage (RMM, PSA, EDR) and manage vendor relationships
  • Contribute to long-term planning, compliance efforts, and scaling strategies

Help Desk Manager (MSP) Qualifications

  • Experience delivering IT services in an MSP or similar high-demand environment
  • Proficient in Autotask or comparable PSA systems
  • Demonstrated ability to lead and mentor technical support teams
  • Strong understanding of SLAs, ticketing workflows, and service desk operations
  • Familiarity with billing processes, time entry review, and client-facing resolution
  • Experience managing contracts, renewals, and service agreements
  • Skilled in hiring, onboarding, and staff development
  • Ability to analyze KPIs and generate performance reports
  • Knowledge of cybersecurity best practices and compliance frameworks (e.g., SOC 2, NIST)
  • Strong communication, documentation, and client relationship management skills
  • Comfortable working with and optimizing MSP tools and vendor solutions

Help Desk Manager (MSP) Benefits:

  • Health, Dental, and Vision Insurance with various providers to choose from
  • Life Insurance
  • 401K – 4% match
  • PTO, Paid Sick Days, and Paid Holidays
  • Mileage Reimbursement
  • Certification Reimbursement
  • Career Advancement
  • Semi Annual Reviews
  • Frequent Culture Conversations- Designed to Make Employees Happy
#MH555