IT Help Desk Manager (MSP) Overview:

We are a long-standing IT Services firm that provides IT Managed Services, Consulting, and diverse Hybrid Cloud Solutions that enable businesses to shift away from managing technology and focus on their objectives. Our goal is creating a true partnership with clients based on a high level of customer service and IT knowledge.

Due to expansion, we are seeking a IT Help Desk Manager (MSP) with previous experience working for a Managed Services Provider and managing a team. As a IT Help Desk Manager (MSP), you will oversee a team of 10 L1-L3 technicians on the IT Support team. The core competencies successful IT Help Desk Manager (MSP) applicants should possess are outstanding leadership, communication, interpersonal, and customer service skills, as well as advanced technical knowledge, procedures for project management, and strategic planning.

IT Help Desk Manager (MSP) Requirements & Experience:

  • Assigning and tracking helpdesk tickets using ConnectWise
  • Developing recurring or ad hoc reports
  • Tracking, reporting, and ensuring adherence to SLAs
  • Implementation of a Quality Assurance Plan
  • Collecting metrics for proactive trend monitoring
  • Knowledge of MS Active Directory, Azure environments, M365 admin, and ideally workstation imaging
  • Previous experience working for a Managed Services Provider
  • Previous experience managing an IT team

IT Help Desk Manager (MSP) Benefits:

  • Paid Time Off with an elevated holiday schedule
  • Generous Medical, Dental, and Vision plans
  • Reimbursement for travel, certifications, and training
  • Employee Life Insurance
  • Cell-Phone Reimbursement
  • Cost-of-living adjustment (pay increase)