IT 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
IT Help Desk Manager (MSP) Benefits:
- Health, Dental, & Vision Insurance
- IRA with 4% company match
- PTO, Sick Days, & Personal Days
- Paid Holidays
- Performance Based Bonus
