Help Desk Manager

About the Opportunity

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.

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.

Key Responsibilities

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

Technical Qualifications

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

Required Experience

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