Help Desk Manager – MSP (Hands On) Overview:

We are a full service IT Managed Services Provider that offers traditional managed services, cloud services, and security-as-a-service. We provide strategic advisory, managed services & professional services and security to the SMB industry and has been in business for over 20 years.

We are currently looking to hire a Help Desk Manager – MSP (Hands On) to join our leadership team. You will oversee a 15-person Helpdesk team and serve as an escalation point anywhere from 10% – 30% of the time. One of your primary roles as the Help Desk Manager – MSP (Hands On) will be evolving their support processes and optimizing service delivery. The Help Desk Manager – MSP (Hands On) should have a strong foundational knowledge of Windows Desktops, Windows Server, M365 including migrations, Hyper-V, Azure, and scripting is a huge plus.

Previous MSP experience is required for this role.

Help Desk Manager – MSP (Hands On) Primary Job Functions:

  • Identify areas within our support model and roll out operational procedures and technologies that increase efficiency and scale service delivery model
  • Manage, mentor, train, lead and further build out our 15–person Helpdesk team.
  • Function as a technical hands–on escalation engineer for 15–person Helpdesk. This person should expect to be hands–on about 10% – 30% of the time.
  • Contributing member to our Leadership Team; this person should come in ready/able to function as the vision and voice for scaling service delivery.

Help Desk Manager – MSP (Hands On) Tech Stack

  • Knowledge of Azure Cloud
  • Migrations from hosted Exchange to M365
  • M365/Azure MFA and SSO knowledge
  • Knowledge of M365 and knowledge of licensing
  • Windows Desktops, of course.
  • Manage and maintain server, storage, and virtual infrastructure (Hyper–V,
    Azure Cloud)
  • Scripting and automation

Help Desk Manager – MSP (Hands On) Benefits:

  • Health, Dental, Vision, and Life Insurance
  • Quarterly Performance Based Bonuses
  • 20 Days PTO + Paid Holidays
  • 401(k) with company match
  • Annual profit sharing
  • Professional development
  • Certification reimbursement
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