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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Manager - **Company:** Arc Full-time - **Location:** Ellicott City, MD, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Apple Mac Systems, Bash Shell, Identity and Access Management, Windows PowerShell, Professional Services Automation, Anti-Phishing, Time Tracking Software, Scripting, Microsoft InTune, Performance Monitor, Casper Suite - **Published:** September 14, 2026 - **Apply:** https://www.dice.com/job-detail/ccc87b4d-41bc-4d8b-9f17-ac1e1f03707a ## About the Role * 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. ## Description 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. ## Related Videos - [Coding and Mental Illness. A Survival Guide](https://www.wearedevelopers.com/videos/458-coding-and-mental-illness-a-survival-guide) - [Old tools, new tricks](https://www.wearedevelopers.com/videos/1916-old-tools-new-tricks) - [JavaScript? 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