IT Helpdesk Manager
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, serving as the primary technical escalation point, and developing, monitoring, and reporting on Help Desk KPIs and service metrics. The position requires identifying trends, maintaining procedures and documentation, coordinating incident routing, and ensuring exceptional customer service.
Requirements
- Prior MSP Experience
- Supervisory Experience (must have experience leading teams of at least 10 analysts)
- Strong IT Troubleshooting Skills (will be 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.
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Job Type
Full-time
Career Level
Manager
