Helpdesk Manager (MSP)

Culture Fits•Dallas, TX

About The Position

Helpdesk Manager Location: North Dallas, TX Industry: Managed Service Provider (MSP) Position Overview: We are seeking an experienced Helpdesk Manager to lead our technical support team in delivering exceptional IT services to our diverse client base. This individual will play a pivotal role in managing helpdesk operations, ensuring timely issue resolution, and fostering a high-performing team culture. The ideal candidate will have prior leadership experience in an MSP environment and a strong technical background. Key Responsibilities: Team Leadership: Manage and mentor a team of helpdesk technicians, ensuring consistent professional development and performance. Operational Excellence: Oversee day-to-day helpdesk operations, prioritizing and assigning tickets to ensure SLA compliance and client satisfaction. Client Interaction: Act as a point of escalation for high-priority client issues and ensure their resolution aligns with client expectations. Process Development: Design, implement, and refine SOPs to improve efficiency, consistency, and quality of service delivery. Performance Monitoring: Track key metrics, such as ticket resolution times and customer satisfaction scores, to identify improvement areas. Technical Guidance: Provide hands-on support and troubleshooting for complex technical issues when necessary. Collaboration: Work closely with other teams (NOC, field services, and account management) to ensure seamless service delivery and client onboarding. Qualifications: Proven leadership experience managing a helpdesk team in an MSP or similar IT service environment. Strong understanding of MSP tools, including PSA and RMM platforms (e.g., ConnectWise, Autotask). Exceptional customer service skills with the ability to manage and resolve escalations effectively. Technical expertise in areas such as Microsoft 365, networking, Windows Server, virtualization (Hyper-V/VMware), and security solutions. Excellent organizational skills, with the ability to multitask and prioritize in a fast-paced environment. Strong written and verbal communication skills. Relevant certifications (e.g., ITIL, Microsoft, CompTIA) are a plus. Why Join Us? Opportunity to lead a talented team in a growing MSP environment. Collaborative culture focused on delivering exceptional client outcomes. Competitive salary, benefits package, and opportunities for professional growth.

Requirements

Proven leadership experience managing a helpdesk team in an MSP or similar IT service environment.
Strong understanding of MSP tools, including PSA and RMM platforms (e.g., ConnectWise, Autotask).
Exceptional customer service skills with the ability to manage and resolve escalations effectively.
Technical expertise in areas such as Microsoft 365, networking, Windows Server, virtualization (Hyper-V/VMware), and security solutions.
Excellent organizational skills, with the ability to multitask and prioritize in a fast-paced environment.
Strong written and verbal communication skills.

Nice To Haves

Relevant certifications (e.g., ITIL, Microsoft, CompTIA) are a plus.

Responsibilities

Manage and mentor a team of helpdesk technicians, ensuring consistent professional development and performance.
Oversee day-to-day helpdesk operations, prioritizing and assigning tickets to ensure SLA compliance and client satisfaction.
Act as a point of escalation for high-priority client issues and ensure their resolution aligns with client expectations.
Design, implement, and refine SOPs to improve efficiency, consistency, and quality of service delivery.
Track key metrics, such as ticket resolution times and customer satisfaction scores, to identify improvement areas.
Provide hands-on support and troubleshooting for complex technical issues when necessary.
Work closely with other teams (NOC, field services, and account management) to ensure seamless service delivery and client onboarding.