Help Desk Manager (Managed Service Provider)

JOB DESCRIPTION

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 environmentOptimize ticketing systems, workflows, and documentation (Autotask highly preferred)Maintain high client satisfaction through timely escalation and resolutionMonitor team KPIs and SLAs, identifying trends and training opportunitiesAddress billing disputes, review time entries, and coordinate with clients and accountingManage contract creation, updates, and renewals in AutotaskCollaborate with other departments on project planning and service transitionsDrive continual improvement in processes, tools, and team performanceExperience:At least 1 year of MSP experienceStrong understanding of RMM, PSA, and ITIL-based service deliveryExceptional leadership, communication, and client-facing skillsProficiency with tools like ConnectWise, Datto, Microsoft 365, and networking fundamentalsA bias for action, accountability, and team growthBenefits:Health, Dental, Vision, and Life Insurance401(k) with 4% matchPTO, Paid Sick Days, Paid HolidaysSemi-Annual ReviewsCertification Reimbursement Multiple Career Growth Plans