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# Help Desk Manager

- **Company:** Netstandard Inc.
- **Location:** Overland Park, KS, United States
- **Salary:** $64,900.0 - $79,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Systems Engineering, Microsoft Online Services, Microsoft SharePoint, Microsoft InTune, Microsoft Onedrive
- **Published:** October 3, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=22f812e639f79e61

## About the Role

* 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.

## Description

* 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.