Help Desk Manager

Role Overview

This opportunity is with a growing managed service provider seeking a Help Desk Manager to strengthen technician development and keep service delivery running effectively across several technical teams. The position suits someone with MSP background who enjoys guiding people, refining workflows, and driving operational consistency across service pods. The role is described as hybrid, with a compensation range of $90k–$110k.

Key Responsibilities

• Oversee, coach, and support Leads across multiple technical pods.
• Make sure teams have the staffing and resources needed for ticket handling, project work, and escalations.
• Track operational performance measures such as response time, escalations, customer satisfaction, and SLA adherence.
• Manage technician availability, PTO coverage, and on-call rotations.
• Run weekly operations check-ins and capture follow-up actions from Pod Lead discussions.
• Offer training and direction on tools including BrightGauge, Nilear, and 3CX.
• Raise service risks, repeated problems, or staffing concerns with the Service Manager.
• Encourage teamwork, accountability, and a healthy service desk culture.

Candidate Profile

• 3–4+ years of IT experience, preferably in an MSP setting.
• Prior experience leading or mentoring people in a service desk or support environment.
• Solid grasp of ticket workflows, SLAs, and service delivery metrics.
• CompTIA A+, Network+, or Security+ certifications are preferred.
• Strong communication, planning, and multitasking abilities.

Benefits

• Chance to lead and grow technical teams within an expanding MSP.
• Visible role with close interaction with the Service Manager and wider leadership.
• Competitive coverage that includes medical, dental, life, and disability insurance.
• Generous paid time off along with dedicated mental health days.