Help Desk Manager (Managed Service Provider)

Are you a proven leader in IT support with a background in Managed Services? Join a fast-growing, client-focused MSP where your technical expertise and leadership will drive exceptional service delivery. We’re a dynamic Managed Services Provider supporting small to mid-sized businesses with proactive, high-touch IT services. We value smart processes, strong communication, and a culture of ownership and accountability.

As our Help Desk Manager, you’ll lead and mentor a team of support technicians to ensure high-quality, timely service delivery. You’ll refine help desk operations, enforce SLAs, and serve as a key escalation point. Your MSP experience will help us scale, streamline, and exceed client expectations.

Responsibilities:

Manage and mentor Tier 1–3 technicians in a fast-paced, multi-client environment

Optimize ticketing systems, workflows, and documentation (Autotask highly preferred)

Maintain high client satisfaction through timely escalation and resolution

Monitor team KPIs and SLAs, identifying trends and training opportunities

Address billing disputes, review time entries, and coordinate with clients and accounting

Manage contract creation, updates, and renewals in Autotask

Collaborate with other departments on project planning and service transitions

Drive continual improvement in processes, tools, and team performance

Experience:

At least 1 year of MSP experience

Strong understanding of RMM, PSA, and ITIL-based service delivery

Exceptional leadership, communication, and client-facing skills

Proficiency with tools like ConnectWise, Datto, Microsoft 365, and networking fundamentals

A bias for action, accountability, and team growth

Benefits:

Health, Dental, Vision, and Life Insurance

401(k) with 4% match

PTO, Paid Sick Days, Paid Holidays

Semi-Annual Reviews

Certification Reimbursement

Multiple Career Growth Plans