Help Desk Manager – Managed Service Provider (MSP)
Location: Richardson, TX (Hybrid)
Are you an experienced IT professional with technical expertise and a passion for leading teams? We are a fast-growing Managed Service Provider in the DFW Metroplex seeking a Help Desk Manager to oversee our service desk operations and ensure exceptional client support.
About the Role:
The Help Desk Manager is responsible for managing the day-to-day operations of the service desk team, ensuring timely and effective resolution of client issues. This role requires a hands-on leader who can mentor team members, manage escalations, and drive process improvements while maintaining high levels of client satisfaction.
Key Responsibilities:
- Lead and manage the service desk team, providing guidance, coaching, and mentorship.
- Oversee daily help desk operations, ensuring tickets are resolved promptly and accurately.
- Act as an escalation point for Tier 2 technical issues, providing hands-on support when needed.
- Develop and implement processes to improve help desk efficiency and client satisfaction.
- Monitor ticket queues, metrics, and SLAs to ensure service delivery goals are met.
- Conduct regular performance reviews, identify skill gaps, and support team member development.
- Build and maintain strong relationships with clients by addressing concerns and ensuring satisfaction.
- Manage resource scheduling, including time-off approvals and after-hours support coverage.
- Oversee the setup, provisioning, and maintenance of hardware, software, and client systems.
Key Qualifications:
- Tier 2+ technical expertise in Windows Server, Azure, Microsoft 365, and network troubleshooting.
- Proven experience managing a help desk or IT support team, ideally in an MSP environment.
- Strong leadership skills with the ability to mentor and develop team members.
- Excellent problem-solving skills and the ability to handle escalated technical issues.
- Strong customer service orientation with excellent communication skills.
- Familiarity with service desk tools and platforms for ticket management and reporting.
Key Accountabilities:
- Maintain high client satisfaction (CSAT scores of 97% or above).
- Ensure timely ticket resolution and adherence to SLAs.
- Drive team performance through effective coaching, training, and process improvements.
- Reduce reactive hours per endpoint per month (RHEM) and improve efficiency.
- Build a collaborative, motivated, and high-performing service desk team.
Benefits:
- Salary $100,000- $120,000
- Medical, Dental, Vision Insurance
- Generous PTO
- Education and Certification Assistance
- Legal Shield and Aflac options
