Help Desk Manager

Job Description

About the Opportunity

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A growing Managed Services Provider (MSP) is seeking an experienced and hands-on Service Manager to lead and develop its technical support organization. This role is ideal for a service-focused leader with a strong MSP background who is passionate about team development, operational excellence, and delivering exceptional client experiences.

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The Service Manager will oversee daily service operations, mentor technical staff, establish and manage service delivery metrics, and ensure clients receive timely, high-quality support. The ideal candidate combines strong leadership abilities with technical expertise and thrives in a fast-paced environment supporting small to mid-sized businesses.

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Key Responsibilities

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• Lead, mentor, and develop a team of service desk and technical support professionals.
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• Foster a customer-first culture focused on responsiveness, technical excellence, and client satisfaction.
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• Oversee ticket queues, workload distribution, and resource allocation to ensure service level objectives are met.
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• Partner with senior engineers to resolve escalated and complex technical issues.
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• Develop and maintain knowledge base documentation, standard operating procedures, and troubleshooting resources.
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• Establish, monitor, and report on key performance indicators (KPIs), service metrics, and operational goals.
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• Analyze service trends and recommend process improvements to increase efficiency and customer satisfaction.
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• Identify training opportunities and coordinate technical and professional development programs.
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• Stay current with emerging technologies and industry best practices to improve service delivery and operational effectiveness.
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• Recruit, coach, and retain high-performing technical staff.
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• Participate in escalations and support emergency situations as needed, including occasional after-hours availability.
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Technical Qualifications

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• Strong background supporting and managing Windows-based infrastructures.
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• Hands-on experience with:
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• Active Directory
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• Windows Server environments
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• Microsoft Exchange
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• Microsoft 365
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• Networking technologies and troubleshooting
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• Previous help desk or service desk experience, including desktop deployment, hardware/software troubleshooting, upgrades, and end-user support.
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• Experience utilizing PSA/ticketing platforms such as ConnectWise Manage or similar solutions.
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• Experience with RMM tools such as ConnectWise Automate or equivalent monitoring and management platforms.
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• Familiarity with both application support and infrastructure support environments.
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• Industry certifications such as Microsoft, Cisco, or related certifications are highly desirable.
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Required Experience

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• 3+ years of IT service management or technical team leadership experience.
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• Prior experience working within a Managed Services Provider (MSP) environment is strongly preferred.
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• Proven ability to manage service delivery operations and achieve business objectives.
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• Strong communication and interpersonal skills with the ability to engage both technical and non-technical stakeholders.
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• Demonstrated success building collaborative, high-performing teams.
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• Excellent organizational, problem-solving, and decision-making abilities.
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