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 ourHelp 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