Help Desk Manager

This role combines people management, operational accountability, and technical leadership. You should be comfortable coaching employees, addressing client concerns, improving service processes, and stepping into complex technical escalations.

What you will do

• Lead, coach, and develop four technicians and one dispatcher.
• Own daily help desk operations, ticket prioritization, workload distribution, and escalation management.
• Ensure tickets are assigned, updated, and resolved within established service commitments.
• Handle advanced technical escalations and assist with tickets when needed.
• Serve as the management escalation point for client concerns and service issues.
• Own hiring, onboarding, performance reviews, and employee development for the service team.
• Monitor service performance, including response and resolution times, aging tickets, customer satisfaction, technician utilization, and service profitability.
• Improve workflows and reporting in ConnectWise PSA and ConnectWise RMM.
• Maintain consistent standards for documentation, time entry, troubleshooting, and client communication.
• Promote proactive maintenance, automation, and recurring-issue resolution.
• Keep leadership informed about service performance, staffing needs, and opportunities for improvement.

• At least two years of management experience at a managed service provider.
• Experience leading technicians and supporting multiple client environments.
• Strong working knowledge of ConnectWise PSA and ConnectWise RMM.
• Hands-on experience with Microsoft 365, Azure, Intune, Windows environments, networking, and endpoint security.
• A structured approach to managing ticket queues, SLAs, escalations, and competing priorities.
• Experience coaching employees, conducting performance reviews, and holding teams accountable.
• An understanding of how technician utilization, service efficiency, and recurring issues affect MSP profitability.
• Strong English communication skills; Spanish proficiency is preferred.
• The ability to work fully onsite in Miami., * How many years of MSP Experience do you have?

Experience:

• Intune: 1 year (Preferred)

• $85,000-$95,000 annual base salary, depending on experience.
• Target annual performance bonus of 10%, based on defined service, customer satisfaction, team, and profitability goals.
• 401(k).
• Paid time off.
• Training and professional development.

Work schedule

Regular hours are Monday-Friday, 8:30 a.m.-5:30 p.m. Any after-hours work will be scheduled and planned in advance.

Job Type: Full-time

Pay: $85,000.00 - $95,000.00 per year

Benefits:

• Paid time off