We are a national MSP with a strong presence in the Tri-State area and clients across the United States. We are seeking a highly experienced and technically strong Helpdesk Manager to lead our support team, oversee operations, and resolve advanced technical escalations.
This role blends leadership, technical depth, and process ownership. The Helpdesk Manager sets the tone for the entire support organization — ensuring prime customer service, proactive communication, and consistent overcommunication with clients, which are the most critical aspects of this position.
Core Technical Concept Expertise (Required)
The ideal candidate has strong conceptual and practical understanding of:
- Networking fundamentals, switching, firewalls, DHCP, WiFi
- Azure AD, Office 365 architecture, email migrations, DNS
- Windows Server environments, RDS servers, Active Directory structure
- Desktop systems, domain-based environments, printers and copiers
- Ethernet cabling concepts, tracing, and basic onsite troubleshooting
- Security compliance concepts, network security, email security
- Data migration planning and execution
- Cloud document systems (Dropbox, OneDrive, SharePoint, Egnyte)
- IT support workflows, ticket triage, and escalation logic
Mandatory Requirement
- ConnectWise – Must have strong proficiency with ConnectWise Manage, including ticketing workflows, escalation paths, dispatch structures, SLAs, reporting, and PSA usage.
Soft Skill Requirements
- Strong documentation habits
- Clear, concise communication
- Ability to mentor and elevate technicians
- Ability to understand why technical decisions are made, not just how to perform them
Leadership & Operational Responsibilities
- Team Leadership: Manage the helpdesk team including hiring, coaching, training, and performance reviews.
- Operational Oversight: Work closely with our Ticket Coordinator, who handles ticket assignment, scheduling, and dispatching, ensuring the helpdesk remains organized and efficient.
- Escalation Handling: Serve as the primary escalation point for Level 2 and Level 3 technical issues.
- Customer Service Excellence: Maintain top-tier customer service standards by ensuring the helpdesk proactively communicates with clients, provides consistent updates, sets expectations, and avoids silence. Overcommunication is expected.
- Cross-Department Collaboration: Work hand-in-hand with the Projects Department to support project escalations, enforce consistent technical standards, and provide technical leadership across teams.
- KPIs & Reporting: Monitor ConnectWise dashboards, track SLAs and KPIs, identify trends, and implement improvements.
- Process & Quality Improvement: Strengthen documentation practices, ticket quality, technician workflows, and overall service delivery.
- Helpdesk Metrics & Accountability: Organize, track, and present helpdesk metrics including ticket volume, response times, resolution times, SLA adherence, aging tickets, and technician performance.
- Reporting: Produce weekly and monthly reports in ConnectWise outlining helpdesk performance, trends, and areas requiring attention.
- Ticket Review Meetings: Lead regular ticket review meetings with technicians to ensure quality, accuracy, communication standards, and proper ticket flow. Provide coaching when patterns of issues or inefficiencies are identified.
Pay: $90,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience:
- working at an MSP: 3 years (Required)
- help desk support: 5 years (Required)
- Help desk management: 5 years (Required)
License/Certification:
- CompTIA A+, CompTIA N+, or other IT certification(s)? (Preferred)
Work Location: In person
