Help Desk Manager

• You’re the flex for coverage. You sit above the Day shift minimum. When Swing or Mid has a gap and no one else can fill it, you cover it. Sometimes that means an overnight.
• You’re the first call when a client is unhappy. You own the response and the follow-through.
• Your targets already exist. You’ll be measured against defined KPIs from day one, and you’ll explain the misses.
• We don’t have a promotion path mapped for this seat yet. We won’t promise a title we haven’t built. Growth here comes from the scope you earn.

What you’ll own

The team

• Direct the day-to-day work of 6 analysts across Day, Swing, and Mid shifts.
• Build and maintain the shift schedule. Approve PTO and arrange coverage so the Day shift never drops below 3 analysts.
• Run regular 1:1s, give direct feedback, and write performance reviews.
• Interview candidates and make hiring and termination recommendations to the COO. Your recommendations carry real weight.

Escalations

• Be the technical backstop for the helpdesk. When an analyst is stuck, you help get it solved at the helpdesk level.
• Recognize when an issue belongs to our Systems Engineer pods. Hand it off clean, with the troubleshooting already documented.
• Hold the team to the same standard for every handoff they make.

Clients

• Serve as the first point of escalation when a client is unhappy with helpdesk service.
• Own the response and follow through until it’s closed. Loop in the client’s vCIO when it’s an account-level issue.

KPIs

You’ll be accountable for:

• SLA response and resolution times
• First-contact resolution and escalation rate to the pods
• Backlog aging and reopen rate
• CSAT and ticket QA scores

You’ll review them weekly, know why they moved, and act on it.

Training and quality

• Onboard and train new analysts.
• Review ticket QA results and turn them into coaching.

• Several years on a helpdesk or service desk, ideally at an MSP supporting many clients at once.
• Some experience leading people, formal or not. Examples include senior analyst, shift lead, trainer, or the person everyone already asks.
• Solid Microsoft 365 administration: Entra ID, Intune, Exchange Online, SharePoint, and OneDrive. You should handle the problems your analysts can’t.
• Working knowledge of a PSA and an RMM. We use HaloPSA and NinjaOne, but comparable tools transfer.
• Comfort with metrics. You can read a dashboard, find out why a number moved, and explain it plainly.
• A calm voice with upset clients and a direct one with your team., * Work authorization: Applicants must be authorized to work in the United States on an ongoing basis without current or future employer sponsorship. NetStandard does not sponsor employment visas (e.g., H-1B) or participate in STEM OPT training plans.

• Background check: Any offer of employment depends on successfully clearing a background check.

Pay: $64,900.00 - $79,000.00 per year, * 401(k)

• 401(k) matching
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance