Helpdesk Manager

We are hiring a Help Desk Manager to lead our front-line technical support team. This role is responsible for the day-to-day performance, quality, and efficiency of the help desk while ensuring tickets are resolved accurately and clients receive excellent service. You will manage technicians, enforce processes, drive ticket metrics, and escalate complex issues appropriately. This is a hands-on leadership position - you will still touch tickets and technical problems while building and coaching the team., * Lead, coach, and manage the help desk / Tier 1-2 support team (hiring, training, performance reviews, scheduling, and accountability)

• Own ticket queue health: response times, resolution times, SLAs, backlog, and customer satisfaction
• Enforce and refine help desk processes, documentation standards, and escalation paths within our PSA/ticketing system
• Handle escalated technical issues (networking, Microsoft 365, identity management, security tools, backups, etc.) and coordinate with senior engineers when needed
• Monitor and report on help desk KPIs; identify trends and drive continuous improvement
• Maintain high client communication standards - clear, professional, and proactive
• Support after-hours/on-call rotation structure and ensure coverage
• Collaborate with leadership on staffing needs, tooling, and process improvements
• Help maintain knowledge base articles and internal documentation

• 4+ years of IT support / MSP help desk experience, with at least 1-2 years in a lead or supervisory role
• Strong technical Foundation in:
• • Windows environments and Microsoft 365 administration- Networking fundamentals (TCP/IP, VLANs, Wi-Fi, firewalls)- Identity and directory management (Azure AD / Entra ID or similar)- Common MSP tools (PSA and RMM experience preferred)
• Proven ability to manage people, set expectations, and hold a team accountable
• Excellent written and verbal communication skills
• Ability to stay calm and professional under pressure
• Experience working in a fast-paced MSP environment, * Experience managing a help desk of 3+ technicians
• Familiarity with enterprise wireless platforms, next-generation firewalls, endpoint detection & response (EDR), and backup/disaster recovery solutions
• Industry certifications (CompTIA A+, Network+, Microsoft, ITIL, etc.)
• Experience with documentation systems and knowledge base management

Pulled from the full job description

• Health insurance
• Paid time off
• Vision insurance
• Dental insurance, * Base salary: $55,000 - $65,000 depending on experience and demonstrated leadership ability
• Competitive benefits package (details discussed during interview process)
• Opportunity for growth as the company continues to scale
• Work with a stable, long-standing MSP that values technical competence and accountability

Pay: From $55,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Elevated Networks is a growing Managed Service Provider (MSP) with customers in 31 states. We have offices in Idaho Falls, ID, Lehi, UT, St. George, UT, and Dallas, TX. We specialize in network infrastructure (enterprise wireless, fiber, LTE failover, firewalls, structured cabling), Microsoft 365 and identity management, cybersecurity, backups, and proactive managed services. We run a professional, no-nonsense operation focused on reliable service, strong client relationships, and continuous improvement.