What are the responsibilities and job description for the Help Desk Manager (MSP) position at Bowman Williams?
We are a long-standing and growing Managed Service Provider (MSP) dedicated to delivering exceptional IT solutions to our diverse client base. Our team thrives on innovation, collaboration, and delivering top-notch customer service. We’re looking for a dynamic and experienced Help Desk Manager (MSP) to lead our help desk team and ensure seamless IT support for our clients.
As the Help Desk Manager (MSP), you will oversee daily help desk operations, ensure high-quality service delivery, and develop the team’s technical expertise. You will work closely with clients and internal stakeholders to troubleshoot issues, implement solutions, and enhance the overall IT experience.
This is full-time, permanent position with a salary range of $110k – $130k, full benefits, certification reimbursement, and more. Previous MSP experience is required!
Help Desk Manager (MSP) Key Responsibilities:
- Supervise, mentor, and develop a team of help desk technicians.
- Assign tasks, monitor progress, and ensure timely resolution of support tickets.
- Foster a positive and collaborative work environment.
- Oversee the help desk’s daily operations, including incident and problem management.
- Maintain and improve SLA compliance, ensuring top-tier support for all clients.
- Develop and implement help desk policies, procedures, and best practices.
- Act as a primary escalation point for critical issues.
- Maintain strong relationships with clients, ensuring satisfaction with support services.
- Collaborate with clients to understand their needs and implement proactive IT strategies.
- Provide hands-on support for complex technical issues.
- Stay updated on the latest technology trends and recommend improvements.
- Collaborate with other teams for seamless integration of new systems or solutions.:
- Generate regular reports on help desk performance metrics and present them to senior management.
- Analyze trends in ticket submissions to identify areas for improvement.
Help Desk Manager (MSP) Benefits:
- Health, Dental, Vision, and Life Insurance
- 401(k) with company match
- PTO Paid Holidays
- Certification Reimbursement
Salary : $110,000 - $130,000
