IT Help Desk Manager

Position: IT Help Desk Manager Compensation: $ 31 - 36 /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! Step into a leadership role where you’ll guide a talented service desk team, elevate client support, and keep critical IT operations moving forward. This is a strong opportunity for a hands-on leader who enjoys solving problems, improving processes, and driving service excellence in a fast-paced MSP environment. Key Responsibilities & Duties: Lead and coach Tier 1 and Tier 2 service desk technicians Manage scheduling, workload distribution, and ticket coverage Oversee ticket triage, prioritization, escalation, and resolution Track SLA performance, CSAT scores, and team KPIs Serve as escalation point for complex client issues Build reports for leadership and clients Manage internal and client-facing IT projects Improve documentation, workflows, and service desk processes Collaborate with engineering, leadership, and account teams Required Qualifications & Experience: 3 to 5+ years of IT service desk or help desk experience At least 2 years in a lead, supervisor, or management role MSP or multi-client support environment experience Hands-on experience with a PSA or ticketing platform Strong understanding of SLAs, KPIs, and CSAT Project management experience from planning through completion Technical knowledge of Windows, Microsoft 365, and Active Directory Knowledge of networking basics, endpoints, and RMM tools Strong communication, leadership, and conflict resolution skills Nice to Have Skills & Experience: Experience with Microsoft Azure, AWS, or Google Workspace Background in cloud migrations or identity and access management Certifications such as ITIL, PMP, CAPM, or CompTIA Microsoft certifications such as MS-102, AZ-104, or AZ-900 Experience with Power BI or similar reporting tools Familiarity with CIS, NIST, or HIPAA frameworks 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: Leadership role within a service delivery and technical operations team Focused on improving customer satisfaction and service performance Supports projects, reporting, and process improvement initiatives Full-time, on-site opportunity in the Nashville area 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. #IND