IT Helpdesk Manager (MSP/ConnectWise)

We are a longstanding Managed Services Provider, a trusted industry leader with over 20 years of excellence and a team of 40 dedicated professionals. We specialize in delivering tailored technology solutions to small and medium businesses, covering areas such as cloud computing, networking, security, and IT consultation.

We’re currently seeking a skilled IT Helpdesk Manager (MSP/ConnectWise) for a full-time, W2 position with a hybrid WFH schedule. This role comes with a comprehensive benefits package, including certification reimbursement, quarterly reviews with opportunities for bonuses or salary increases, and more!

As the IT Helpdesk Manager, you’ll lead a dynamic team of IT professionals providing remote and on-site support to our valued clients. We’re looking for someone with exceptional leadership qualities, strong communication skills, and a commitment to delivering top-notch customer service. Experience in the MSP industry, particularly with ConnectWise, is preferred, along with the technical prowess to handle escalations effectively.

If you’re ready to take your career to the next level in a supportive and innovative environment, apply now to join our team!

IT Helpdesk Manager (MSP/ConnectWise) Essential Duties and Responsibilities: 

  • Lead and oversee the Service Desk operations, fostering employee growth, promoting company values, and ensuring the team is adequately staffed and equipped to deliver exceptional customer service.
  • Utilize key performance metrics and client feedback surveys to evaluate success and pinpoint areas for enhancement.
  • Collaborate with internal teams as necessary to maintain high standards of service quality and client satisfaction.
  • Ensure compliance with relevant regulatory standards and guidelines.
  • Maintain oversight of ticket resolution processes, ensuring swift and accurate resolution while monitoring ticket volume and data accuracy.
  • Communicate customer concerns and feedback to the management team, facilitating swift resolution.
  • Actively participate in strategic discussions and technical consultations, contributing insights beneficial to both company and client interests.
  • Engage with the marketing team to generate innovative ideas and strategies, expanding brand exposure to potential clients.
  • Provide support to the sales and account management teams by developing marketing materials aligned with organizational objectives.
  • Manage ConnectWise board operations effectively.
  • Address escalated tickets and provide hands-on technical support as required to resolve issues promptly.

IT Helpdesk Manager (MSP/ConnectWise) Benefits:

  • Health, Dental, and Vision Insurance (100% company paid)
  • Hybrid WHF Schedule
  • PTO and Paid Holidays
  • Paid Training
  • Certification Reimbursement
  • Quarterly Reviews To Increase Salary