5 results (1 new)

Group by company

Amsys Innovative Solutions

Houston, Texas • Today

Easy Apply

Full-time, Third Party

Depends on Experience

IT Help Desk Manager - MSP

Arc Human Capital, LLC

Remote or Hybrid in Ellicott City, Maryland • Today

Full-time

118,000 - 122,000

Help Desk Lead

Kforce Technology Staffing

Houston, Texas • Today

Contract

$26 - $30 hourly

Helpdesk Agent

Sentinel Technologies

Remote or Dayton, Ohio • Today

Full-time

Help Desk Specialist

LifeStance Health

Remote or Jacksonville, Florida • Today

Full-time

USD 25.00 - 28.00 per hour

Job Details

Skills

helpdesk
troubleshooting

Summary

Position Overview

We are seeking an experienced MSP Helpdesk Manager to lead our Houston-based technical support team. This role is responsible for overseeing daily helpdesk operations, managing a multi-tiered support staff (Level 1 through Level 3), ensuring SLA compliance, and driving continuous improvement in service delivery for our managed services clients. The ideal candidate brings deep technical expertise, strong leadership skills, and a proven track record of managing escalations, including complex Level 3 technical issues.

Key Responsibilities

Manage and lead the day-to-day operations of the MSP helpdesk team, including Level 1, Level 2, and Level 3 support staff.
Oversee ticket queue management, ensuring timely response and resolution in accordance with client SLAs.
Serve as the final escalation point for complex Level 3 technical issues, including advanced network, server, and infrastructure troubleshooting.
Monitor helpdesk KPIs (first response time, resolution time, ticket backlog, customer satisfaction) and drive improvement initiatives.
Recruit, train, mentor, and evaluate helpdesk technicians and team leads.
Develop and enforce standard operating procedures, knowledge base articles, and escalation workflows.
Collaborate with account managers and clients on recurring issues, major incidents, and root cause analysis.
Coordinate with vendors and third-party providers for hardware, software, and infrastructure support.
Conduct regular team meetings, performance reviews, and one-on-ones with direct reports.
Ensure proper documentation of all support activities within the PSA/ticketing system (e.g., ConnectWise or similar).
Participate in on-call rotation planning and after-hours escalation procedures as needed.
Support budgeting, staffing plans, and reporting for the helpdesk department.

Required Qualifications

8+ years of progressive IT support experience, with at least 3+ years in a supervisory or management role within an MSP or similar environment.
Strong working knowledge of Level 3 technical issues, including advanced troubleshooting of networks (LAN/WAN, VPN, firewalls), servers (Windows/Linux), Active Directory, virtualization (VMware/Hyper-V), and cloud platforms (Azure/AWS/M365).
Proven experience managing helpdesk teams supporting multiple clients in a managed services model.
Solid understanding of ITIL best practices, SLA management, and ticketing/PSA systems.
Excellent leadership, coaching, and conflict-resolution skills.
Strong communication skills with the ability to interface directly with clients and executives.
ITIL Foundation Certification.
Experience with remote monitoring and management (RMM) tools.
Ability to work on-site in Houston, TX, Monday through Friday, 8:00 AM to 5:00 PM.

Preferred Qualifications

Relevant certifications such as CompTIA A+/Network+/Security+, Microsoft (MS-102, AZ-104), Cisco (CCNA), or ITIL Foundation.
Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
Experience with security tools, backup/disaster recovery solutions, and compliance frameworks.
Prior experience in a client-facing MSP account management capacity.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10363906
Position Id: 916-37743-1790004055
Posted 18 hours ago

Fitment

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Job Details

Skills

helpdesk
troubleshooting

Summary

Position Overview

Key Responsibilities

Manage and lead the day-to-day operations of the MSP helpdesk team, including Level 1, Level 2, and Level 3 support staff.
Oversee ticket queue management, ensuring timely response and resolution in accordance with client SLAs.
Serve as the final escalation point for complex Level 3 technical issues, including advanced network, server, and infrastructure troubleshooting.
Monitor helpdesk KPIs (first response time, resolution time, ticket backlog, customer satisfaction) and drive improvement initiatives.
Recruit, train, mentor, and evaluate helpdesk technicians and team leads.
Develop and enforce standard operating procedures, knowledge base articles, and escalation workflows.
Collaborate with account managers and clients on recurring issues, major incidents, and root cause analysis.
Coordinate with vendors and third-party providers for hardware, software, and infrastructure support.
Conduct regular team meetings, performance reviews, and one-on-ones with direct reports.
Ensure proper documentation of all support activities within the PSA/ticketing system (e.g., ConnectWise or similar).
Participate in on-call rotation planning and after-hours escalation procedures as needed.
Support budgeting, staffing plans, and reporting for the helpdesk department.

Required Qualifications

8+ years of progressive IT support experience, with at least 3+ years in a supervisory or management role within an MSP or similar environment.
Strong working knowledge of Level 3 technical issues, including advanced troubleshooting of networks (LAN/WAN, VPN, firewalls), servers (Windows/Linux), Active Directory, virtualization (VMware/Hyper-V), and cloud platforms (Azure/AWS/M365).
Proven experience managing helpdesk teams supporting multiple clients in a managed services model.
Solid understanding of ITIL best practices, SLA management, and ticketing/PSA systems.
Excellent leadership, coaching, and conflict-resolution skills.
Strong communication skills with the ability to interface directly with clients and executives.
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Experience with remote monitoring and management (RMM) tools.
Ability to work on-site in Houston, TX, Monday through Friday, 8:00 AM to 5:00 PM.

Preferred Qualifications

Relevant certifications such as CompTIA A+/Network+/Security+, Microsoft (MS-102, AZ-104), Cisco (CCNA), or ITIL Foundation.
Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
Experience with security tools, backup/disaster recovery solutions, and compliance frameworks.
Prior experience in a client-facing MSP account management capacity.

Dice Id: 10363906
Position Id: 916-37743-1790004055
Posted 18 hours ago

Fitment

Dice Job Match Score™

To see how well you match this job, please log in or create an account.

Once logged in, be sure to complete your profile to get the most accurate match score.

Create job alert

Never miss an opportunity! Create an alert based on the job you applied for.

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