Help Desk Manager

The Help Desk Manager leads R.K. Black’s front-line technical support team, delivering exceptional service for every client interaction. This role combines strategic leadership with hands-on technical expertise – you’ll oversee daily operations, develop team members, drive operational improvements, and jump in to resolve complex technical issues when needed. If you’re a technical leader who thrives in a fast-paced MSP environment and wants to make a real impact on both team and client success, this role is for you. What You’ll Do Supervise, mentor, and coach Help Desk technicians; conduct regular 1:1s and performance reviews Build a high-performing team through hiring, onboarding, and continuous development Maintain training and certification plans; support career growth and skill advancement Operations & Performance Management Oversee daily Help Desk operations – ticket queue, SLA compliance, process enforcement Track comprehensive KPIs: CSAT, FCR, SLA attainment, ticket aging, backlog health, reopen rates, and utilization Report trends to leadership; identify and implement improvements proactively Manage schedules and workload balancing to ensure coverage and efficiency Technical Excellence & Knowledge Maintain hands-on Help Desk skills – troubleshoot complex issues and mentor team on technical approaches Develop and maintain technical training roadmap covering industry certifications and product-specific education Own the Help Desk knowledge base, SOPs, Hudu documentation, and troubleshooting guides – keep them current Stay current with emerging technologies and share knowledge with the team Identify automation, AI, and scripting opportunities to reduce manual work and improve consistency Lead process improvements to increase efficiency and reduce resolution time Partner with Pre-Sales Engineering and Automation Engineers on new solutions Foster a culture of continuous improvement – empower team to identify inefficiencies Build strong client relationships; present Help Desk metrics and status regularly Handle high-priority tickets and escalations personally; serve as client advocate Partner with vendors and internal teams to stay informed on product updates and best practices Lead coordination during critical incidents, service disruptions, and security events What We’re Looking For Must-Have Qualifications Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience) 3-5 years of MSP support experience, including 1-2 years in a management or supervisory role Hands-on Help Desk troubleshooting experience – you must be able to jump in and resolve tickets Proven leadership and team development experience Valid Oklahoma driver’s license with clear driving record Technical Skills Proficiency in Windows 11 and macOS environments Strong knowledge of Microsoft 365/Office 365 administration Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN) Experience with RMM tools, ticketing systems (ConnectWise preferred), and ITSM platforms Familiarity with cybersecurity best practices, backup solutions, and cloud platforms (Azure, AWS) Leadership & Communication Proven ability to coach, mentor, and develop technical teams Strong analytical and reporting skills – comfortable with metrics and dashboards Excellent communication – translate technical info for non-technical audiences Outstanding organizational skills; ability to prioritize and multitask Certifications (Preferred) CompTIA A+ CompTIA Network+ or Security+ ITIL or IT Service Management certification You combine hands-on technical expertise with natural leadership ability You inspire team members through coaching, example, and clear communication You think strategically about process improvements and team development You build strong relationships with clients and team members You take ownership of outcomes and hold yourself and team accountable You stay current with technology and embrace continuous learning You thrive in a fast-paced MSP environment with diverse technical challenges What We Offer Position Details Growth & Development Full-Time, Exempt Position Managed Services Division Oklahoma City Location Competitive Salary Comprehensive Benefits Package Hands-on technical Work alongside leadership Continuing education support Certification reimbursement Clear path to senior leadership roles Innovation and continuous improvement culture Ready to Lead? If you’re excited about leading a talented Help Desk team while staying hands-on with technology and driving innovation, we want to talk to you! Apply now or contact: View email address on click.appcast.io R.K. Black, Inc. is an Equal Opportunity Employer. #J-18808-Ljbffr