Help Desk Manager
About The Position
Great service doesn’t happen by accident, it’s built by strong leaders who care about both their people and their clients. We’re hiring a Help Desk Manager to lead our service team, raise the bar on service delivery, and help shape how we grow — with real influence over operations, tools, and culture. What You’ll Do Lead and mentor the help desk team, driving performance and professional growth Ensure SLAs, response times, and service standards are consistently met Monitor KPIs and use data to improve service delivery and workflows Act as escalation point for critical or complex issues Improve processes, documentation, and automation in collaboration with leadership and engineering Maintain accurate knowledge base and ticket documentation Prepare performance reports and identify improvement opportunities Champion a positive, accountable, and client-focused team culture What We’re Looking For 5+ years working within an MSP environment 2+ years leadership experience Strong people leadership skills with the ability to motivate and coach technical staff Solid understanding of help desk operations, SLAs, and service metrics Experience with Autotask, RMM tools, and MSP workflows
Requirements
- 5+ years working within an MSP environment
- 2+ years leadership experience
- Strong people leadership skills with the ability to motivate and coach technical staff
- Solid understanding of help desk operations, SLAs, and service metrics
- Experience with Autotask, RMM tools, and MSP workflows
Responsibilities
- Lead and mentor the help desk team, driving performance and professional growth
- Ensure SLAs, response times, and service standards are consistently met
- Monitor KPIs and use data to improve service delivery and workflows
- Act as escalation point for critical or complex issues
- Improve processes, documentation, and automation in collaboration with leadership and engineering
- Maintain accurate knowledge base and ticket documentation
- Prepare performance reports and identify improvement opportunities
- Champion a positive, accountable, and client-focused team culture
Benefits
- Competitive salary: $80 – $95k
- Medical, dental, and vision insurance
- Life and disability insurance
- 401(k) with up to 4% company match
- Paid vacation and personal time off
Stand Out From the Crowd
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
