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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Desk Manager - MSP (Houston, TX) - **Company:** RIGHT CLICK TECHNOLOGY LLC - **Location:** Houston, TX, United States - **Experience:** Experienced - **Salary:** $80,000.0 - **Contract:** Permanent contract - **Skills:** Systems Engineering, Software Documentation - **Published:** July 27, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=e3ecca806a88e19a ## About the Role * 5+ years of hands-on IT support experience in an MSP environment, including experience at an escalation/systems engineer level. * Real experience leading, coaching, or managing a support team - this is a management role, not just a senior technician title. * Comfortable being both the person who sets the standard and the person who still works the queue. * Strong communicator with technicians, clients, and ownership - we're a remote-led company, and you'll be a key set of eyes and ears on the ground. * CompTIA A+, Network+, and Security+ (required); ITIL exposure a plus. * Based in Houston, with the ability to travel to our Brazosport-area office and clients as needed., * This role requires working support tickets hands-on every day in addition to managing the team - are you comfortable with that balance, rather than a pure oversight role? * This role requires occasional travel to our Angleton office and Brazosport-area clients (Freeport, Lake Jackson, and surrounding areas) as needed - are you able and willing to travel to this area when required? Experience: * directly managing/leading a technical support/help desk team: 2 years (Required) * hands-on IT support in a Managed Service Provider: 5 years (Required) ## Description We're hiring a Service Desk Manager. This is a player-coach role: you'll own SLA compliance and ticket quality across our Houston and Brazosport service areas, and you'll still be hands-on - working escalations and ticket overflow alongside the team, not just watching dashboards from above. You'll lead a small, tight-knit team of frontline and escalation technicians spread across two areas, and you'll be the person we count on to keep the service desk running at a high level as we grow. This is a role we're building, not one you're inheriting someone else's system for. What You'll Do * Own SLA compliance, ticket quality, and overall queue health across all Right Click service areas. * Work tickets directly - escalations, overflow, and complex issues - alongside your team every day, not just from a dashboard. * Troubleshoot and resolve escalated tickets that require advanced technical expertise. * Define and enforce escalation criteria, and serve as the team's primary internal escalation point. * Monitor the ticket queue in real time and reallocate work, or step in personally, whenever SLAs are at risk. * Set and enforce ticket handling standards across the team. * Drive improvements to support processes, documentation standards, and ticketing workflows. * Manage Frontline staffing: scheduling, on-call rotation coverage, and workload distribution across two regions. * Conduct performance reviews, coaching, and development planning for your team. * Participate in hiring decisions for frontline positions, including interviewing and onboarding. * Mentor and train Frontline staff on technical skills, documentation standards, and client communication. * Track and report on service desk KPIs - SLA compliance, ticket volume, resolution time, and client satisfaction - to leadership. * Represent the service desk in client-facing situations, including occasional presales site evaluations. * Participate in on-call rotation yourself, and oversee on-call scheduling for the team. ## Related Videos - [Humanizing Your Documentation](https://www.wearedevelopers.com/videos/476-humanizing-your-documentation) - [Model Based Systems Engineering in an Agile Product Development Process](https://www.wearedevelopers.com/videos/68-model-based-systems-engineering-in-an-agile-product-development-process) - [Migrating half a million users to a new payment service provider](https://www.wearedevelopers.com/videos/730-migrating-half-a-million-users-to-a-new-payment-service-provider) - [Why Is Software Documentation Still Static – And Why Modern Browsers Deserve Better](https://www.wearedevelopers.com/videos/2054-why-is-software-documentation-still-static-and-why-modern-browsers-deserve-better) - [Automated Driving - Why is it so hard to introduce](https://www.wearedevelopers.com/videos/628-automated-driving-why-is-it-so-hard-to-introduce) - [Successful talent development: A joint journey of executives and talents](https://www.wearedevelopers.com/videos/1002-successful-talent-development-a-joint-journey-of-executives-and-talents) ## Related Articles - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [Should Tech Managers Be Developers First? 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