Job Description
Job Description
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
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Lead and mentor the help desk team, driving performance and professional growth
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Ensure SLAs, response times, and service standards are consistently met
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Monitor KPIs and use data to improve service delivery and workflows
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Act as escalation point for critical or complex issues
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Improve processes, documentation, and automation in collaboration with leadership and engineering
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Maintain accurate knowledge base and ticket documentation
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Prepare performance reports and identify improvement opportunities
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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
HR info
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Competitive salary: $80 – $95k
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Medical, dental, and vision insurance
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Life and disability insurance
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401(k) with up to 4% company match
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Paid vacation and personal time off
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