SUMMARY
This job posting is on behalf of an Arc Human Capital, LLC client. Our client is a Maryland-based Managed Service Provider with over 20 years of experience delivering secure, efficient, and reliable networking and IT services. They serve a diverse client base across healthcare, construction, real estate, marketing, and legal industries. Their mission = "Happy Network = Happy Staff". It reflects their commitment to client-first service delivery and a team culture built on trust, accountability, and excellence.
POSITION OVERVIEW
The Help Desk Manager is responsible for leading our client’s Help Desk operations and ensuring the delivery of high-quality technical support across all managed client accounts. This is a hands-on leadership role requiring strong technical competency, client relationship skills, and the ability to manage a team of Help Desk Technicians providing both remote and onsite support.
The Help Desk Manager owns the day-to-day performance of the help desk function — from ticket queue health and SLA compliance to team development, client escalations, and process improvement. This role is a key member of the leadership team and is expected to exercise sound judgment, operate with minimal supervision, and continuously raise the bar for service quality.
KEY RESPONSIBILITIES
Help Desk Operations & Service Delivery
- Oversee all Help Desk operations, ensuring incidents and service requests are triaged, assigned, and resolved within agreed SLA windows across all managed client accounts.
- Serve as the primary escalation point for complex or high-priority technical issues; resolve or coordinate resolution with senior technical staff or vendors.
- Monitor ticket queue health in real time via the ConnectWise PSA platform; intervene proactively to prevent SLA breaches.
- Develop and maintain metrics and report on Help Desk performance, including ticket volume, SLA compliance, resolution times, and customer satisfaction on a weekly and monthly basis.
- Ensure all clients receive accurate, timely, and professional communication regarding open issues and service requests.
- Identify recurring issues and implement root-cause solutions; drive continuous improvement in service delivery processes.
Team Leadership & Development
- Hire, onboard, manage and grow a team of Help Desk Technicians; define performance expectations and conduct regular reviews, grow the team from 3 current techs to 12.
- Conduct regular 1-on-1s, deliver coaching and constructive feedback, and support individual growth plans.
- Develop and maintain a training program to ensure the team remains current on client environments, technical skills, and support procedures.
- Foster a positive work environment grounded in teamwork, accountability, and client-first service values.
- Engage and inspire team members to achieve business objectives and service quality targets.
Client Relationship Management
- Facilitate client onboarding and offboarding; document environments, define SLAs, communicate expectations, and brief the technical team.
- Support project implementations in coordination with the technical team and client stakeholders.
- Collaborate with ownership on client-facing communications for escalated issues or service concerns.
- Participate in Quarterly Business Reviews (QBRs) as required to present service metrics and discuss service improvements.
- Travel locally within Maryland for client site visits, onsite support, and team engagements as needed.
Tools, Documentation & Process
- Administer the ConnectWise PSA platform for ticketing, time tracking, SLA management, and performance reporting.
- Oversee the RMM platform for remote monitoring, endpoint management, and patch compliance across the managed client base.
- Ensure all technicians log time accurately against client accounts for both billable and non-billable activities; identify and flag out-of-scope work for account management review.
- Create and maintain documentation of Help Desk procedures, SOPs, runbooks, and client-specific support notes.
- Ensure client IT documentation is accurate and current across all managed accounts.
- Stay current with emerging technologies and industry trends; maintain and share relevant knowledge with the team.
Security & Compliance
- Assist with the implementation and enforcement of security controls across managed client environments, including MFA, endpoint protection, access management, and patch compliance.
- Support compliance requirements relevant to clients in regulated industries (e.g., healthcare, legal).
- Educate staff and clients on security best practices, including phishing awareness and password hygiene.
- Assist with internal and client-facing audits as required.
QUALIFICATIONS
Required
- 5+ years of experience in Help Desk operations, technical support, or a related IT field; covering hardware, software, and networking.
- 3+ years of team management or supervisory experience in a technical support environment.
- Prior experience in a Managed Service Provider (MSP) environment strongly preferred.
- Hands-on experience with ConnectWise PSA or a comparable professional services automation platform (Autotask, HaloPSA).
- Experience with an RMM platform (ConnectWise Automate, N-able, NinjaRMM, Datto RMM, or similar).
- Strong working knowledge of Windows and macOS operating systems, Microsoft 365, and Active Directory / Entra ID.
- Demonstrated planning, project coordination, and project management skills.
- Excellent verbal and written communication skills; ability to present technical information clearly to non-technical clients and stakeholders.
- Ability to travel locally within Maryland for client site visits and team engagements; valid driver's license required.
- Ability to safely lift 50 lbs unassisted.
- Availability for periodic evening and weekend support as required by client needs or project schedules.
Preferred
- CompTIA A+, Network+, Security+, CMMC, NIST SP 100-871, or relevant Microsoft certifications (e.g., AZ-104, AZ-305).
- ITIL Foundation certification or working knowledge of ITIL service management principles.
- Familiarity with compliance considerations in healthcare (HIPAA) or legal environments.
- Experience with MDM platforms (Microsoft Intune, Jamf) and endpoint security tools.
- Basic scripting skills for automation (PowerShell, Bash, or similar).
CORE COMPETENCIES
- CLIENT FOCUS: Consistently prioritizes client satisfaction and service quality in all decisions and actions.
- LEADERSHIP: Sets clear expectations, holds the team accountable, and develops individuals to reach their potential.
- TECHNICAL PROFICIENCY: Maintains a strong technical foundation and serves as a credible escalation resource for the team.
- COMMUNICATION: Communicates clearly and professionally with clients, technicians, and leadership at all levels.
- PROBLEM-SOLVING: Approaches complex, escalated issues with urgency, structure, and sound judgment.
- ADAPTABILITY: Thrives in a fast-paced, multi-client environment; adjusts priorities quickly without losing quality.
- ACCOUNTABILITY: Takes ownership of team performance, SLA outcomes, and service delivery results.
PHYSICAL & SCHEDULE REQUIREMENTS
- Some Local travel within Maryland for client site visits and team engagements.
- Ability to safely lift and transport equipment up to 50 lbs unassisted.
- Core hours aligned with standard business operations; availability for occasional after-hours and weekend support as needed.
Arc Human Capital, LLC and our respective client are both an Equal Opportunity Employer that value diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status under applicable law.
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