We are looking for a dedicated Help Desk Manager to oversee our help desk operations. This role requires a fundamental understanding of IT and involves generating reports, managing service tickets, scheduling technicians, and assisting with inventory management.

Help Desk Manager (MSP) Responsibilities:

  • Create Daily, Weekly, and Monthly Reports for Help Desk and Phone Systems.
  • Produce On-Demand Client Health and Asset Reports.
  • Monitor and review service tickets to ensure they are assigned to technicians and meet SLA standards, updating every 24 hours.
  • Manage priority tickets, ensuring proper escalation according to policy.
  • Schedule and coordinate technicians, collaborating with dispatch for regular on-site visits.
  • Oversee technician schedules within the ticketing system, reassigning tickets as necessary.
  • Allocate resources effectively for day-to-day help desk tasks and on-site visits.
  • Assist with inventory management and follow up with clients regarding technician performance and concerns.
  • Ensure accurate recording of technician check-ins/outs and service details.
  • Collaborate with Senior Technicians on project work and planning/scheduling.
  • Utilize BrightGauge to create client-specific reports for help desk and management use.
  • Have a basic understanding of Network Detective Tool for monthly Cyber Security reports and remediation.

Help Desk Manager (MSP) Qualifications:

  • MUST have experience working as a Help Desk Manager at an IT Managed Service Provider ***
  • Basic knowledge of IT systems and processes.
  • Excellent communication and interpersonal skills.
  • Strong organizational and time-management abilities.
  • Ability to thrive in a fast-paced environment.
  • Keen attention to detail.

Help Desk Manager (MSP) Benefits:

  • Salary $70,000- $80,000
  • Medical, Dental, and Vision insurance offered with a 50/50 split after a satisfactory 2-month probationary period.
  • Company-matched Simple IRA up to 4% after one year of employment.
  • Vacation, Sick days, and Personal Days available after the probationary period.