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· High School Diploma (College degree preferred)
· 5+ years working for an MSP
· 3+ years managing a support team
· ITIL v4 certification preferred
Job Description
Help Desk Manager
Department: Managed Services
Employment Type: Full Time
Location: OneNet Global - Remote
Compensation: $70,000 - $80,000 / year
Description
Manages the client facing Help Desk to ensure that we deliver exceptional and timely support to all end users.
Key Responsibilities
· Team Leadership
· Lead, coach, and develop the Technical Support Engineer I and Support Services Coordinator roles to ensure consistent, high-quality delivery.
· Conduct regular 1:1s, performance check-ins, and support professional development
· Foster a culture aligned with our organizational core values of All In, Own It, and Thrive Together.
· Service Delivery Oversight and Client Communication
· Ensure timely and effective resolution of client issues, focusing on SLA achievement, client satisfaction, and quality of work.
· Oversee triage, ticket prioritization, and escalations in coordination with our AI tools.
· Review open ticket aging, ticket hygiene, time entry quality, and adherence to standards.
· Ensure clients receive timely, clear, and professional communication throughout the support lifecycle.
· Act as an escalation point for complex or sensitive client situations.
· Process Management
· Maintain and improve operational processes such as ticket workflow, documentation standards, escalation paths, and dispatch procedures.
· Drive continual service improvement across Help Desk functions, including efficiency, communication flow, and client experience.
· Reporting, Metrics, & Performance Tracking
· Monitor and report on KPIs such as SLA compliance, ticket volume, ticket aging, customer satisfaction, and ticket performance.
· Use reports to identify trends, bottlenecks, and opportunities for improvement.
· Perform other duties as assigned
· Lead, coach, and develop the Technical Support Engineer I and Support Services Coordinator roles to ensure consistent, high-quality delivery.
· Conduct regular 1:1s, performance check-ins, and support professional development
· Foster a culture aligned with our organizational core values of All In, Own It, and Thrive Together.
· Service Delivery Oversight and Client Communication
· Ensure timely and effective resolution of client issues, focusing on SLA achievement, client satisfaction, and quality of work.
· Oversee triage, ticket prioritization, and escalations in coordination with our AI tools.
· Review open ticket aging, ticket hygiene, time entry quality, and adherence to standards.
· Ensure clients receive timely, clear, and professional communication throughout the support lifecycle.
· Act as an escalation point for complex or sensitive client situations.
· Process Management
· Maintain and improve operational processes such as ticket workflow, documentation standards, escalation paths, and dispatch procedures.
· Drive continual service improvement across Help Desk functions, including efficiency, communication flow, and client experience.
· Reporting, Metrics, & Performance Tracking
· Monitor and report on KPIs such as SLA compliance, ticket volume, ticket aging, customer satisfaction, and ticket performance.
· Use reports to identify trends, bottlenecks, and opportunities for improvement.
· Perform other duties as assigned
Skills, Knowledge & Expertise
· High School Diploma (College degree preferred)
· 5+ years working for an MSP
· 3+ years managing a support team
· ITIL v4 certification preferred
· Experience with Connectwise Manage, NinjaOne, IT Glue, and Auvik preferred
Interfaces and Expectations
Interfaces
· Reports to the Support Services Manager
· Communicate with internal teams, outside vendors, & clients as needed
Expectations
· All communications will be timely and conducted with business standards
· Work with Support Services Manager to ensure that all support processes are consistent and followed by all.
· Metrics will be determined
· Reports to the Support Services Manager
· Communicate with internal teams, outside vendors, & clients as needed
Expectations
· All communications will be timely and conducted with business standards
· Work with Support Services Manager to ensure that all support processes are consistent and followed by all.
· Metrics will be determined