> Markdown version of [/jobs/ext/1203166-help-desk-manager](https://www.wearedevelopers.com/jobs/ext/1203166-help-desk-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Manager - **Company:** R.K. Black, Inc. - **Location:** Oklahoma City, OK, United States - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Artificial Intelligence, Amazon Web Services, Apple Mac Systems, Microsoft Azure, Backup Devices, Cloud Computing, CompTIA Network+, Dynamic Host Configuration Protocol, Domain Name System (DNS), Issue Tracking Systems, Virtual Private Networks (VPN), Microsoft Office, Networking Basics, TCP/IP, Scripting, Information Technology - **Published:** July 8, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=118604504585cb47 ## About the Role * 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 ## Description 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 ## Related Videos - [Your Manager Doesn’t Come with a User Manual (But You Can Totally Write One)](https://www.wearedevelopers.com/videos/1495-your-manager-doesn-t-come-with-a-user-manual-but-you-can-totally-write-one) - [Hate organising your photos? 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