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# Helpdesk Manager

- **Company:** Elevated Inc
- **Location:** Idaho Falls, ID, United States
- **Experience:** Starter
- **Salary:** $55,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Backup Devices, Software Documentation, Document Management Systems, Disaster Recovery, Identity and Access Management, Issue Tracking Systems, Networking Basics, Azure Active Directory, TCP/IP, Virtual Local Area Networks, Wireless Networks, EndPointSecurity, Wi-Fi Technology, Firewalls (Computer Science)
- **Published:** July 30, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=e1add7e2b80c26b3

## About the Role

* 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

## Description

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


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