IT Help Desk Manager

Position: IT Help Desk Manager

Compensation: $ 38 - 43 /hour, depending on experience

Location: Brentwood, Tennessee

Inceed has partnered with a great company to help find a skilled IT Help Desk Manager to join their team!

This is a strong opportunity for an experienced IT support leader who enjoys balancing team leadership with hands-on technical involvement. You’ll oversee day-to-day help desk operations, guide Tier 1 and Tier 2 support teams, and help ensure a high level of service across a busy user environment.

Key Responsibilities & Duties:

• Lead daily help desk operations and support workflows
• Manage Tier 1 and Tier 2 support team performance
• Oversee ticket escalations and service delivery
• Maintain strong client relationships
• Participate in client-facing support discussions
• Support cloud infrastructure-related troubleshooting
• Provide hands-on technical support as needed
• Help improve team accountability and service quality

Required Qualifications & Experience:

• 5–7+ years of IT support or management experience
• Mandatory MSP experience
• Background in help desk or service desk leadership
• Experience supporting technical teams and escalations
• Strong client service and communication skills
• Understanding of cloud infrastructure environments
• Ability to balance leadership and hands-on support
• Proactive, accountable, and solutions-oriented mindset

Nice to Have Skills & Experience:

• Experience supporting a large user base
• Previous exposure to high-service client environments
• Background working in fast-paced support operations
• Comfort leading through change and escalation pressure

Perks & Benefits:

• 3 different medical health insurance plans, dental, and vision insurance
• Voluntary, Short-term and Long-term disability insurance
• Paid time off, 401k, and holiday pay
• Weekly direct deposit or pay card deposit

Other Information:

• Onsite or hybrid work environment in Brentwood
• Supports approximately 2,500 users
• Role is focused on reducing escalations to senior leadership
• Strong emphasis on service quality and team ownership

If you are interested in learning more about the IT Help Desk Manager opportunity, please submit your resume for consideration. Our client unable to provide sponsorship at this time.

We are Inceed, a staffing direct placement firm who believes in the possibility of something better. Our mission is simple: We’re here to help every person, whether client, candidate, or employee, find and secure what’s better for them.

Inceed is an equal opportunity employer. Inceed prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.