Help Desk Manager (MSP)

We are looking for an experienced Help Desk Manager to take ownership of our help desk operations while serving as the senior technical resource for our support team.

About the Position

This is a hands on technical leadership position that combines advanced Tier 3 engineering with the day to day management of our help desk and support technicians.

You will be responsible for overseeing the help desk, managing and developing our technical support staff, handling escalations, and making sure our clients receive consistent, high-quality service.

We need someone who can lead a team while remaining actively involved in technical work. You should be comfortable troubleshooting complex server, network, Microsoft 365, and security issues while also managing ticket queues, technician workloads, and employee performance.

You will serve as the primary escalation point for our Tier 2 technicians, providing guidance when they encounter challenges and stepping in when issues require advanced technical expertise.

This is not a management only position. We are looking for someone who enjoys solving technical problems just as much as leading a team. You should be capable of independently resolving Tier 3 issues while maintaining oversight of the help desk.

The right person will take ownership of the department, identify problems before they become larger issues, and work to continuously improve how our team operates., * Take ownership of daily help desk operations, including ticket queues, technician workloads, escalations, and overall service delivery.

• Directly manage Tier 1 and Tier 2 support technicians, providing guidance, training, feedback, and accountability.
• Monitor ticket queues to make sure requests are being addressed, updated, escalated, and resolved within established service expectations.
• Oversee ticket prioritization, assignments, follow-ups, and escalations to prevent issues from being overlooked or left unresolved.
• Hold technicians accountable for their work, including ticket documentation, communication, troubleshooting, and customer service.
• Provide ongoing coaching and technical training to help employees develop their troubleshooting skills and advance professionally.
• Conduct regular reviews of technician performance, ticket quality, workload distribution, and areas needing improvement.
• Identify recurring issues, inefficiencies, and gaps in support processes, and implement improvements.
• Coordinate technician schedules, support coverage, and workload distribution to maintain consistent service levels.
• Serve as the primary point of escalation for technical issues, service concerns, and situations requiring management involvement.
• Work directly with company leadership on departmental performance, staffing needs, operational improvements, and technical initiatives.
• Serve as the senior technical escalation resource for complex issues that cannot be resolved by Tier 1 or Tier 2 technicians.
• Independently diagnose and resolve advanced issues involving servers, networks, workstations, cloud platforms, security systems, and business applications.
• Administer and troubleshoot Microsoft 365, Exchange Online, Entra ID, Active Directory, Group Policy, and related Microsoft technologies.
• Troubleshoot Windows Server environments, including DNS, DHCP, file services, permissions, domain controllers, and authentication issues.
• Manage and troubleshoot virtualization environments, including VMware and Hyper-V.
• Configure, troubleshoot, and maintain firewalls, managed switches, wireless networks, VLANs, VPNs, and other network infrastructure.
• Investigate security incidents, endpoint protection alerts, suspicious activity, and other cybersecurity concerns.
• Support backup and disaster recovery systems, including troubleshooting failed backups and performing recovery operations.
• Handle complex client infrastructure issues, migrations, and technical projects as needed.
• Perform root cause analysis for recurring or critical technical issues and implement long-term solutions.
• Assist with Tier 1 and Tier 2 tickets when necessary to support the team and maintain service levels.
• Review proposed technical solutions and provide recommendations for improvements to client environments.
• Maintain accurate technical documentation and make sure technicians are following established standards and procedures.

Client Service & Communication

• Take ownership of escalated client concerns and work toward a timely and professional resolution.
• Communicate directly with clients regarding complex technical issues, outages, service concerns, and ongoing resolutions.
• Maintain a high standard of customer service across the help desk, including clear communication, professionalism, patience, and follow-through.
• Make sure technicians understand that resolving a technical issue is only part of the job. The client experience matters just as much.
• Work with account management and company leadership when technical issues require additional planning, resources, or client communication.
• Help build long-term client relationships through reliability, accountability, and consistent service.

• Minimum 5 years of experience working for a Managed Service Provider (MSP). This is a requirement.
• Previous experience leading, supervising, or managing an IT support team.
• Strong Tier 3 technical experience with the ability to independently troubleshoot and resolve complex IT issues.
• Experience working in an MSP environment supporting multiple clients, networks, and technology platforms simultaneously.
• Strong knowledge of Windows Server, Active Directory, Group Policy, DNS, DHCP, and Microsoft networking technologies.
• Advanced Microsoft 365 administration experience, including Exchange Online, Entra ID, SharePoint, and related services.
• Experience configuring and troubleshooting business firewalls, managed switches, VLANs, wireless networks, and VPN connections.
• Strong understanding of networking fundamentals, including TCP/IP, routing, switching, and network security.
• Experience with virtualization platforms such as VMware or Hyper-V.
• Experience with endpoint security, backup systems, and disaster recovery solutions.
• Experience using PSA, RMM, and remote support platforms in an MSP environment.
• Ability to manage ticket queues, technician workloads, escalations, and competing priorities.
• Strong leadership and communication skills, including the ability to coach employees and address performance concerns professionally.
• Excellent troubleshooting skills with the ability to research, diagnose, and resolve problems without constant direction.
• Ability to communicate technical issues clearly to both technical employees and nontechnical clients.
• Strong organizational skills, attention to detail, and the ability to take ownership of responsibilities with minimal supervision.

Preferred Experience

Experience with any of the following platforms is a plus:

• PSA & RMM: ConnectWise Manage, NinjaOne, ScreenConnect
• Microsoft: Microsoft 365, Entra ID, Intune, Azure, Windows Server
• Networking: Ubiquiti UniFi, SonicWall, and other business networking platforms
• Security: SentinelOne, Huntress, and other endpoint security solutions
• Backup & Recovery: Acronis Cyber Protect Cloud and Microsoft 365 backup solutions
• IT Management: Hudu, AutoElevate, and other MSP management tools
• PowerShell scripting and IT automation
• CompTIA Network+, Security+, Microsoft certifications, or equivalent technical certifications
• Experience establishing help desk standards, technician training programs, and performance metrics

Experience with our specific software platforms is helpful, but strong technical knowledge, MSP experience, and leadership ability are more important.

What We’re Looking For

Beyond technical experience, we are looking for someone who takes ownership of their work and their team.

You should be the type of person who notices when tickets are falling behind, recognizes when a technician needs assistance, and addresses problems without waiting for someone else to point them out.

We want someone who is approachable and willing to teach, but also comfortable setting expectations and holding employees accountable.

You should be able to lead by example, step into a difficult technical issue when needed, and help your team understand not just how to fix something, but why it happened.

Most importantly, we need someone who understands that managing a help desk means being responsible for the entire department, not just the tickets assigned to you., * Must possess a valid Florida driver’s license and maintain a satisfactory driving record.

• Must be able to travel to client locations when required. A company vehicle is available for authorized business use.
• Must be able to lift and carry IT equipment weighing up to 100 pounds.
• Employment is contingent upon satisfactory completion of applicable background and driving record checks.
• Must be able to work on site at our Port St. Lucie office.

• Competitive compensation based on experience and qualifications
• Professional development and technical training opportunities
• Opportunity to take ownership of a department and have a direct impact on how it operates
• Exposure to a wide range of technologies, client environments, and technical challenges
• Opportunity to work directly with company leadership on technical and operational decisions, * Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Tuition reimbursement

Nexus IT Services is a Managed Service Provider (MSP) based in Port St. Lucie, Florida. We provide IT support, cybersecurity, cloud services, and infrastructure management to businesses across multiple industries.