IT Helpdesk Manager (MSP)

TEKsystems•Happy Valley, OR

6d•$48 - $58•Onsite

About The Position

An MSP Company in Beaverton, OR is hiring a Helpdesk Manager to join the team for a great long term opportunity! This role involves leading and overseeing daily Help Desk operations, ensuring timely resolution of technical support requests and escalations. The manager will also be responsible for managing, mentoring, training, and evaluating IT support staff, fostering a collaborative, high-performing team environment. Additionally, the role serves as the primary technical escalation point, guiding troubleshooting efforts and driving root cause resolution. Key responsibilities include developing, monitoring, and reporting on Help Desk KPIs, service metrics, customer satisfaction, and operational performance. The manager will identify trends, recurring issues, and process improvement opportunities to enhance service quality, efficiency, and customer experience. Maintaining Help Desk procedures, documentation, knowledge base resources, training materials, and best practices is crucial. The role also involves coordinating incident routing, escalation, and resolution across support teams, communicating effectively with stakeholders, customers, and leadership, and ensuring exceptional customer service through proactive communication, issue follow-up, and continuous service improvement initiatives.

Requirements

Prior MSP Experience
Supervisory Experience (experience leading teams of at least 10 analysts)
Strong IT Troubleshooting Skills (supervising Tier 1, 2, and 3 teams)
Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent combination of education and experience
Experience developing and managing service metrics, KPIs, and operational reporting
Demonstrated ability to lead, motivate, and develop technical teams

Responsibilities

Lead and oversee daily Help Desk operations, ensuring timely resolution of technical support requests and escalations.
Manage, mentor, train, and evaluate IT support staff while fostering a collaborative, high-performing team environment.
Serve as the primary technical escalation point, guiding troubleshooting efforts and driving root cause resolution.
Develop, monitor, and report on Help Desk KPIs, service metrics, customer satisfaction, and operational performance.
Identify trends, recurring issues, and process improvement opportunities to enhance service quality, efficiency, and customer experience.
Maintain Help Desk procedures, documentation, knowledge base resources, training materials, and best practices.
Coordinate incident routing, escalation, and resolution across support teams while communicating effectively with stakeholders, customers, and leadership.
Ensure exceptional customer service through proactive communication, issue follow-up, and continuous service improvement initiatives.