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.
