Title: Helpdesk Manager – MSP Team Leadership

Location: Hybrid (Remote with occasional travel to Savage or Bel Air, MD)

Salary: $80,000–$120,000+

Employment Type: Full-time

A fast-growing, cloud-first Managed Service Provider is seeking a Helpdesk Manager to lead a high-performing team of 8–10 technicians. This is a hybrid leadership opportunity for someone with a deep understanding of IT support workflows and experience managing teams in an MSP environment. You'll play a critical role in day-to-day operations, team morale, and service delivery.

This position is ideal for someone who’s equal parts people leader and process builder—able to align KPIs, ticket flow, and team development with a focus on continuous improvement and exceptional client service.

What You’ll Do:

• Lead, mentor, and manage a growing team of 8–10 helpdesk technicians
• Oversee daily operations including scheduling, ticket triage, escalations, and documentation
• Monitor service metrics and team KPIs to ensure high-quality support delivery
• Build training programs, onboarding paths, and career development plans
• Collaborate with senior engineers and project teams for seamless escalation and issue resolution
• Contribute to a positive, collaborative team culture focused on learning and growth
• Occasionally travel to Maryland offices or client sites as needed

What You Bring:

• 2+ years in a service desk management or IT leadership role
• Previous MSP experience is required
• Bachelor's degree + relevant IT certifications (A+, Network+, Security+, ITIL, etc.)
• Strong technical fluency with IT systems, ticketing platforms, and escalation processes
• Excellent communication, coaching, and performance management skills
• A strategic, growth-oriented mindset with attention to both people and process

Benefits & Perks:

• Flexible hybrid/WFH model
• Health, dental & vision coverage (50% company-paid year one, 100% after)
• 401(k) with 5% company match
• Generous PTO plan
• Certification reimbursement & professional development support
• Collaborative culture with a strong focus on work-life balance

If you're ready to lead a thriving helpdesk team within a growing MSP—where your impact is visible and your leadership truly matters—this could be your next move.