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# Help Desk Manager

- **Company:** LOGIXCARE SOLUTIONS FOR BUSINESS LLC
- **Location:** Doral, FL, United States
- **Salary:** $85,000 - $95,000
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Microsoft Azure, Microsoft InTune
- **Published:** October 23, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=92af72bcbefafc8c

## About the Role

* 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)

## Description

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.