Job Description
Job DescriptionAbout UsTechnologyXperts delivers strategic IT solutions that solve real business challenges. We help organizations streamline operations, enhance security, and drive growth by aligning technology with their goals.
We take pride in our proactive approach to IT, our dedicated technical team, and our commitment to continuous improvement. At TXI, we focus on building strong client relationships, maintaining accountability, and empowering our staff to deliver excellence with every interaction.Position: Help Desk ManagerThe Help Desk Manager (HDM) oversees the delivery of all managed IT services to TXI’s clients, ensuring that operations run smoothly, efficiently, and to the highest standard. This individual will mentor and lead our technical staff, manage processes and performance, and work to continually improve the client experience. The ideal candidate is a hands-on leader with strong operational awareness, capable of transforming technical excellence into consistent, measurable service delivery results.Key Responsibilities
- Oversee all aspects of service delivery, ensuring adherence to SLAs and internal standards.
- Develop, implement, and refine service delivery processes aligned with MSP best practices.
- Monitor help desk metrics and KPIs, such as response times, resolution rates, and customer satisfaction scores.
- Develop and enforce help desk policies, SOPs, and best practices.
- Collaborate with leadership on process improvement initiatives, automation, and documentation.
- Collaborate with the engineering and project teams to ensure seamless service delivery.
- Ensure all client inquiries and tickets are resolved promptly and thoroughly.
- Serve as an escalation point for critical incidents and major service disruptions.
- Conduct regular performance evaluations and implement improvement plans as needed.
- Track and analyze operational metrics and identify opportunities for proactive improvement.
- Generate and present regular reports on help desk performance, including KPIs, SLAs, and trends.
- Ensure all technical issues and solutions are properly documented in the knowledge base.
- Provide insights and recommendations for improving client satisfaction and operational efficiency.
Additional Responsibilities
- Audit team practices regularly to confirm compliance with company policies and handbook standards, while proactively identifying and resolving gaps.
- Serve as a culture carrier by holding team members accountable and coaching them, not only to technical KPIs but also to behavioral expectations that reflect the company’s core values.
Qualifications
- Minimum 5+ years of experience in a leadership role within a Managed Services Provider (MSP).
- Demonstrated ability to lead and motivate a technical team toward measurable objectives.
- Strong communication, organization, and problem-solving skills.
- Familiarity with Autotask, RMM platforms, and MSP workflows highly desirable.
- Customer-focused mindset with a commitment to quality and continuous improvement.
Compensation & Benefits
- Salary: $65,000 - $85,000 (commensurate with experience)
- Hours: Full-time, in-office (8:30 AM – 5:30 PM, Monday through Friday)
- Medical, Dental, and Vision Insurance
- Life and Disability Insurance
- 401(k) with up to 4% company match
- Paid Vacation and Personal Time Off
Why Join TXI?At TXI, we value respect, teamwork, and integrity. Our culture encourages collaboration, professional growth, and continuous learning. We invest in our people the same way we invest in our technology — with an eye toward long-term success.
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