Help Desk Manager

The Help Desk Manager leads R.K. Black’s front-line technical support team, delivering exceptional service for every client interaction. This role combines strategic leadership with hands-on technical expertise - you’ll oversee daily operations, develop team members, drive operational improvements, and jump in to resolve complex technical issues when needed. If you’re a technical leader who thrives in a fast-paced MSP environment and wants to make a real impact on both team and client success, this role is for you., * Supervise, mentor, and coach Help Desk technicians; conduct regular 1:1s and performance reviews

• Build a high-performing team through hiring, onboarding, and continuous development
• Maintain training and certification plans; support career growth and skill advancement

Operations & Performance Management

• Oversee daily Help Desk operations - ticket queue, SLA compliance, process enforcement
• Track comprehensive KPIs: CSAT, FCR, SLA attainment, ticket aging, backlog health, reopen rates, and utilization
• Report trends to leadership; identify and implement improvements proactively
• Manage schedules and workload balancing to ensure coverage and efficiency

Technical Excellence & Knowledge

• Maintain hands-on Help Desk skills - troubleshoot complex issues and mentor team on technical approaches
• Develop and maintain technical training roadmap covering industry certifications and product-specific education
• Own the Help Desk knowledge base, SOPs, Hudu documentation, and troubleshooting guides - keep them current
• Stay current with emerging technologies and share knowledge with the team

Continuous Improvement & Innovation

• Identify automation, AI, and scripting opportunities to reduce manual work and improve consistency
• Lead process improvements to increase efficiency and reduce resolution time
• Partner with Pre-Sales Engineering and Automation Engineers on new solutions
• Foster a culture of continuous improvement - empower team to identify inefficiencies

Client Relationships & Vendor Management

• Build strong client relationships; present Help Desk metrics and status regularly
• Handle high-priority tickets and escalations personally; serve as client advocate
• Partner with vendors and internal teams to stay informed on product updates and best practices
• Lead coordination during critical incidents, service disruptions, and security events

• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience)
• 3-5 years of MSP support experience, including 1-2 years in a management or supervisory role
• Hands-on Help Desk troubleshooting experience - you must be able to jump in and resolve tickets
• Proven leadership and team development experience
• Valid Oklahoma driver’s license with clear driving record

Technical Skills

• Proficiency in Windows 11 and macOS environments
• Strong knowledge of Microsoft 365/Office 365 administration
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN)
• Experience with RMM tools, ticketing systems (ConnectWise preferred), and ITSM platforms
• Familiarity with cybersecurity best practices, backup solutions, and cloud platforms (Azure, AWS)

Leadership & Communication

• Proven ability to coach, mentor, and develop technical teams
• Strong analytical and reporting skills - comfortable with metrics and dashboards
• Excellent communication - translate technical info for non-technical audiences
• Outstanding organizational skills; ability to prioritize and multitask

Certifications (Preferred)

• CompTIA A+
• CompTIA Network+ or Security+
• ITIL or IT Service Management certification

You’ll Be a Great Fit If…

• You combine hands-on technical expertise with natural leadership ability
• You inspire team members through coaching, example, and clear communication
• You think strategically about process improvements and team development
• You build strong relationships with clients and team members
• You take ownership of outcomes and hold yourself and team accountable
• You stay current with technology and embrace continuous learning
• You thrive in a fast-paced MSP environment with diverse technical challenges

Full-Time, Exempt Position Managed Services Division Oklahoma City Location Competitive Salary Comprehensive Benefits Package Hands-on technical Work alongside leadership Continuing education support Certification reimbursement Clear path to senior leadership roles Innovation and continuous improvement culture

Ready to Lead?

If you’re excited about leading a talented Help Desk team while staying hands-on with technology and driving innovation, we want to talk to you!