IT Help Desk Manager MSP
Core
Oversee help desk operations, manage a team of technicians, and ensure SLA compliance for MSP clients across various industries.
Role type
Senior IC IT Help Desk Manager (MSP)
Builds
Managed IT services, ticketing workflows, and client support processes
Domain
Managed Service Provider (MSP) / IT Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Team management, PSA platform administration, RMM platform oversight, Windows/macOS administration, Microsoft 365/Entra ID, Active Directory, Project coordination, Incident triage, SLA monitoring, Client communication, Hiring and performance management, Documentation creation, Security controls implementation, Compliance support
Preferred skills
CompTIA A+/Network+/Security+, CMMC, NIST SP 100-871, Microsoft AZ-104/AZ-305, ITIL Foundation, MDM platform experience, Endpoint security tools, Basic scripting (PowerShell/Bash), Healthcare/Legal compliance knowledge
Technologies
ConnectWise PSA, ConnectWise Automate, N-able, NinjaRMM, Datto RMM, Microsoft Intune, Jamf, Active Directory, Microsoft 365, Office 365, PowerShell, Bash
Responsibilities
Oversee help desk operations and ensure SLA compliance; Manage and develop a team of Help Desk Technicians; Monitor ticket queues and performance metrics; Handle escalations and coordinate with vendors; Manage client onboarding/offboarding and SLA definitions; Create and maintain SOPs and runbooks; Enforce security controls and support compliance audits; Travel locally for client site visits.
Seniority
Senior, hands-on IC with team leadership