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