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Help Desk Manager
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Job Description
- Req#: 12fad388-3107-45eb-8787-e3ea2f6c099e
Employer Industry: Managed Services
Why consider this job opportunity:
- Salary up to $80,000 per year
- Opportunity for career advancement and growth within the organization
- Work remotely from anywhere
- Lead and develop a dedicated support team focused on client satisfaction
- Drive continual service improvement in Help Desk functions
- Collaborative and values-driven work culture
What to Expect (Job Responsibilities):
- Lead, coach, and develop the Technical Support Engineer I and Support Services Coordinator roles
- Ensure timely and effective resolution of client issues while focusing on SLA achievement
- Maintain and improve operational processes such as ticket workflow and documentation standards
- Monitor and report on KPIs including SLA compliance and customer satisfaction
- Act as an escalation point for complex or sensitive client situations
What is Required (Qualifications):
- Minimum educational requirement: High School Diploma (College degree preferred)
- 5+ years of experience working for a Managed Services Provider (MSP)
- 3+ years of experience managing a support team
- ITIL v4 certification preferred
- Experience with Connectwise Manage, NinjaOne, IT Glue, and Auvik preferred
How to Stand Out (Preferred Qualifications):
- Strong background in service delivery oversight and client communication
- Proven ability to drive continual service improvement across Help Desk functions
- Familiarity with reporting and performance tracking in a technical support environment
- Experience in fostering a positive team culture aligned with organizational values
#ManagedServices #HelpDeskManagement #CareerOpportunity #RemoteWork #TeamLeadership
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