Help Desk Manager (MSP)

JOB DESCRIPTION

We are a premier Managed Services Provider that have been delivering cutting-edge IT and cybersecurity solutions for over 25 years. We have grown steadily by building strong client relationships and fostering a positive, growth-oriented work environment. More than just a team, we emphasize care, consistency, and collaboration. With an open-door policy and a culture that values feedback, continuous learning, and professional development, we thrive on solving complex challenges while ensuring a supportive and enjoyable workplace.Our current opening is for a Help Desk Manager (MSP) who has a background in the MSP industry.Responsibilities-Oversee IT service delivery to ensure alignment with SLAs and client expectations-Monitor ticket flow, escalations, and compliance using Autotask PSA-Audit tickets for quality, accuracy, and resolution efficiency-Analyze overdue tickets to identify patterns and collaborate on resolutions-Address billing disputes, review time entries, and coordinate with clients and accounting-Manage contract creation, updates, and renewals in Autotask-Conduct interviews, evaluate candidates, and support the hiring process-Develop and implement onboarding plans, training schedules, and mentorship for new hires-Manage and mentor Tier 1 and Tier 2 staff through regular meetings and performance reviews-Enforce accurate time tracking policies and optimize resource allocation-Act as a client escalation point and foster strong customer relationships-Develop and refine SOPs, implement workflow improvements, and ensure compliance with security standards-Track and report key performance indicators (KPIs) to senior leadership-Oversee MSP tool usage (RMM, PSA, EDR) and manage vendor relationships-Contribute to long-term planning, compliance efforts, and scaling strategiesQualifications-Experience delivering IT services in an MSP or similar high-demand environment-Proficient in Autotask or comparable PSA systems-Demonstrated ability to lead and mentor technical support teams-Strong understanding of SLAs, ticketing workflows, and service desk operations-Familiarity with billing processes, time entry review, and client-facing resolution-Experience managing contracts, renewals, and service agreements-Skilled in hiring, onboarding, and staff development-Ability to analyze KPIs and generate performance reports-Knowledge of cybersecurity best practices and compliance frameworks (e.g., SOC 2, NIST)-Strong communication, documentation, and client relationship management skills-Comfortable working with and optimizing MSP tools and vendor solutionsBenefits:-Health- various providers to choose from-Dental-various providers to choose from-Vision- various providers to choose from-Life Insurance-401K - 4% match-PTO-Paid Sick Days-Paid Holidays-Mileage Reimbursement-Certification Reimbursement-Career Advancement-Semi Annual Reviews-Frequent Culture Conversations- Designed to Make Employees Happy