IT Help Desk Manager (Managed Services):
A fast-growing IT consulting and cloud services provider is seeking an experienced IT Help Desk Manager to lead daily support operations. This is a dynamic, high-impact position for someone with strong leadership, organizational, and technical skills who thrives in fast-paced, service-oriented environments.
As the Help Desk Manager, you’ll serve as the operational backbone of the service team—overseeing ticket workflow, technician coordination, customer communication, and service quality. You’ll also work directly with company leadership to ensure alignment between technical execution and business goals.
IT Help Desk Manager (Managed Services) Daily Tasks:
- Manage and prioritize all incoming help desk tickets to ensure timely and effective resolution
- Serve as the primary point of contact for escalations and client communication
- Monitor dashboards, email queues, and technician workloads to ensure SLA compliance
- Coordinate the day-to-day activities of the technical support team
- Provide mentorship and guidance to engineers and support staff
- Identify recurring issues and work on root cause analysis and resolution planning
- Collaborate with executive leadership to optimize internal processes and client delivery
- Maintain and improve service documentation, workflows, and quality standards
IT Help Desk Manager (Managed Services) Experience:
- 3+ years of experience managing help desk or IT support teams (MSP experience highly preferred)
- Strong working knowledge of Microsoft 365, Windows Server, networking basics, and IT infrastructure
- Experience with ticketing systems like ConnectWise, Kaseya, or similar platforms
- Excellent multitasking and team coordination skills
- Ability to manage shifting priorities and multiple communication channels
- Strong customer service mindset and a desire to drive continuous improvement
- Proven leadership, communication, and time-management skills
IT Help Desk Manager (Managed Services) Benefits & Compensation:
- $115,000 – $130,000
- Health, Dental, Vision, and Life Insurance
- 401(k) with company match
- PTO + Paid Holidays
- Certification Reimbursement
