Help Desk Manager
Great service doesn’t happen by accident, it’s built by strong leaders who care about both their people and their clients. We’re hiring a Help Desk Manager to lead our service team, raise the bar on service delivery, and help shape how we grow — with real influence over operations, tools, and culture.
What You’ll Do
Lead and mentor the help desk team, driving performance and professional growth
Ensure SLAs, response times, and service standards are consistently met
Monitor KPIs and use data to improve service delivery and workflows
Act as escalation point for critical or complex issues
Improve processes, documentation, and automation in collaboration with leadership and engineering
Maintain accurate knowledge base and ticket documentation
Prepare performance reports and identify improvement opportunities
Champion a positive, accountable, and client-focused team culture
What We’re Looking For
- 5+ years working within an MSP environment
- 2+ years leadership experience
- Strong people leadership skills with the ability to motivate and coach technical staff
- Solid understanding of help desk operations, SLAs, and service metrics
- Experience with Autotask, RMM tools, and MSP workflows
HR info
Competitive salary: $80 – $95k
Medical, dental, and vision insurance
Life and disability insurance
401(k) with up to 4% company match
Paid vacation and personal time off
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