Help Desk Manager

The Help Desk Manager is responsible for leading our client’s Help Desk operations and ensuring the delivery of high-quality technical support across all managed client accounts. This is a hands-on leadership role requiring strong technical competency, client relationship skills, and the ability to manage a team of Help Desk Technicians providing both remote and onsite support.

The Help Desk Manager owns the day-to-day performance of the help desk function - from ticket queue health and SLA compliance to team development, client escalations, and process improvement. This role is a key member of the leadership team and is expected to exercise sound judgment, operate with minimal supervision, and continuously raise the bar for service quality., Help Desk Operations & Service Delivery

• Oversee all Help Desk operations, ensuring incidents and service requests are triaged, assigned, and resolved within agreed SLA windows across all managed client accounts.
• Serve as the primary escalation point for complex or high-priority technical issues; resolve or coordinate resolution with senior technical staff or vendors.
• Monitor ticket queue health in real time via the ConnectWise PSA platform; intervene proactively to prevent SLA breaches.
• Develop and maintain metrics and report on Help Desk performance, including ticket volume, SLA compliance, resolution times, and customer satisfaction on a weekly and monthly basis.
• Ensure all clients receive accurate, timely, and professional communication regarding open issues and service requests.
• Identify recurring issues and implement root-cause solutions; drive continuous improvement in service delivery processes.

Team Leadership & Development

• Hire, onboard, manage and grow a team of Help Desk Technicians; define performance expectations and conduct regular reviews, grow the team from 3 current techs to 12.
• Conduct regular 1-on-1s, deliver coaching and constructive feedback, and support individual growth plans.
• Develop and maintain a training program to ensure the team remains current on client environments, technical skills, and support procedures.
• Foster a positive work environment grounded in teamwork, accountability, and client-first service values.
• Engage and inspire team members to achieve business objectives and service quality targets.

Client Relationship Management

• Facilitate client onboarding and offboarding; document environments, define SLAs, communicate expectations, and brief the technical team.
• Support project implementations in coordination with the technical team and client stakeholders.
• Collaborate with ownership on client-facing communications for escalated issues or service concerns.
• Participate in Quarterly Business Reviews (QBRs) as required to present service metrics and discuss service improvements.
• Travel locally within Maryland for client site visits, onsite support, and team engagements as needed.

Tools, Documentation & Process

• Administer the ConnectWise PSA platform for ticketing, time tracking, SLA management, and performance reporting.
• Oversee the RMM platform for remote monitoring, endpoint management, and patch compliance across the managed client base.
• Ensure all technicians log time accurately against client accounts for both billable and non-billable activities; identify and flag out-of-scope work for account management review.
• Create and maintain documentation of Help Desk procedures, SOPs, runbooks, and client-specific support notes.
• Ensure client IT documentation is accurate and current across all managed accounts.
• Stay current with emerging technologies and industry trends; maintain and share relevant knowledge with the team.

Security & Compliance

• Assist with the implementation and enforcement of security controls across managed client environments, including MFA, endpoint protection, access management, and patch compliance.
• Support compliance requirements relevant to clients in regulated industries (e.g., healthcare, legal).
• Educate staff and clients on security best practices, including phishing awareness and password hygiene.
• Assist with internal and client-facing audits as required.

• 5+ years of experience in Help Desk operations, technical support, or a related IT field; covering hardware, software, and networking.
• 3+ years of team management or supervisory experience in a technical support environment.
• Prior experience in a Managed Service Provider (MSP) environment strongly preferred.
• Hands-on experience with ConnectWise PSA or a comparable professional services automation platform (Autotask, HaloPSA).
• Experience with an RMM platform (ConnectWise Automate, N-able, NinjaRMM, Datto RMM, or similar).
• Strong working knowledge of Windows and macOS operating systems, Microsoft 365, and Active Directory / Entra ID.
• Demonstrated planning, project coordination, and project management skills.
• Excellent verbal and written communication skills; ability to present technical information clearly to non-technical clients and stakeholders.
• Ability to travel locally within Maryland for client site visits and team engagements; valid driver’s license required.
• Ability to safely lift 50 lbs unassisted.
• Availability for periodic evening and weekend support as required by client needs or project schedules.

Preferred

• CompTIA A+, Network+, Security+, CMMC, NIST SP 100-871, or relevant Microsoft certifications (e.g., AZ-104, AZ-305).
• ITIL Foundation certification or working knowledge of ITIL service management principles.
• Familiarity with compliance considerations in healthcare (HIPAA) or legal environments.
• Experience with MDM platforms (Microsoft Intune, Jamf) and endpoint security tools.
• Basic scripting skills for automation (PowerShell, Bash, or similar).

CORE COMPETENCIES

• CLIENT FOCUS: Consistently prioritizes client satisfaction and service quality in all decisions and actions.
• LEADERSHIP: Sets clear expectations, holds the team accountable, and develops individuals to reach their potential.
• TECHNICAL PROFICIENCY: Maintains a strong technical foundation and serves as a credible escalation resource for the team.
• COMMUNICATION: Communicates clearly and professionally with clients, technicians, and leadership at all levels.
• PROBLEM-SOLVING: Approaches complex, escalated issues with urgency, structure, and sound judgment.
• ADAPTABILITY: Thrives in a fast-paced, multi-client environment; adjusts priorities quickly without losing quality.
• ACCOUNTABILITY: Takes ownership of team performance, SLA outcomes, and service delivery results.

PHYSICAL & SCHEDULE REQUIREMENTS

• Some Local travel within Maryland for client site visits and team engagements.
• Ability to safely lift and transport equipment up to 50 lbs unassisted.
• Core hours aligned with standard business operations; availability for occasional after-hours and weekend support as needed.

This job posting is on behalf of an Arc Human Capital, LLC client. Our client is a Maryland-based Managed Service Provider with over 20 years of experience delivering secure, efficient, and reliable networking and IT services. They serve a diverse client base across healthcare, construction, real estate, marketing, and legal industries. Their mission = “Happy Network = Happy Staff”. It reflects their commitment to client-first service delivery and a team culture built on trust, accountability, and excellence.