We are seeking a Hands On IT Manager to join an MSP offering a comprehensive range of IT solutions. We take pride in our ability to customize IT Solutions for our clients and maintain a high level of customer satisfaction.

We are a people- first company and invest heavily back into our employees to ensure they are consistently learning and further developing their technical skill set.

The company is currently looking to hire a hands-on IT Helpdesk Manager & Tier III Engineer to join their leadership team, run an 8-person Helpdesk Team and serve as an escalation point. One of the primary responsibilities of the IT Helpdesk Manager & Tier III Engineer is evolving their support processes and optimizing service delivery – they are looking for someone to step into a leadership role day 1 with the skills/experience to work alongside the CEO and scale/optimize their predictable revenue stream coming in from managed services so they can further monetize their loyal revenue stream.

IT Helpdesk Manager & Tier III Engineer (MSP):

  • Provide strong leadership and management of the support staff including meeting regularly to review progress of work, resolution of problems, and ensure that standards for quality and quantity of work are met.
  • Implement personal development plans for team leaders.
  • Conduct performance evaluations for team leaders and maximize team efficiency
  • Evaluate Technology trends and ensure company is staying up to date and innovative with technological changes including security
  • Develop and implement internal KPI’s/ employee expectations
  • Project Scope development
  • Service Ticket QA
  • Manage and Develop internal Documentation Standard
  • Identify key issues and areas for improvement and make recommendations on procedure improvements
  • Provide leadership, team development, project assessment, planning and management direction to the Managed Services team
  • Lead new client onboarding assessments and standardization project planning and engineering
  • Serve as the Project Team Lead stepping in and providing assistance for complex projects

IT Helpdesk Manager & Tier III Engineer (MSP) Requirements:

  • Knowledge of Ticketing Systems and Monitoring Software such as ConnectWise
  • Tier III technical knowledge required
  • Experience directing challenging technology issues
  • Knowledge of Windows Servers, Active Directory, Azure, and Office 365
  • 2+ years previous Managed & Cloud Services Experience***
  • 2+ years of experience in a Senior Management role

IT Helpdesk Manager & Tier III Engineer (MSP)Benefits:

  • Salary $90,000- $110,000 (dependent on experience)
  • Healthcare, vision, dental – Blue Cross Blue Shield
  • 401k + 3% match
  • Certification Reimbursement
  • PTO, Paid holidays
  • Profit sharing
  • Maternity leave
  • Team oriented company culture with frequent outings