What are the responsibilities and job description for the Help Desk Manager (MSP) position at Bowman Williams?
Are you an expert in managing IT service operations, ensuring seamless ticket flow, and delivering exceptional customer support? We are seeking a Help Desk Manager (MSP) to act as the “air traffic controller” of our fast-paced IT team. This role is ideal for a highly organized professional who thrives in dynamic environments, excels at multitasking, and can manage multiple communication channels effectively.
Previous experience working for a Managed Services Provider is highly preferred.
Help Desk Manager (MSP) Key Responsibilities
- Oversee ticket flow and ensure efficient issue resolution.
- Manage emails, ticketing systems, dashboards, and team workflows.
- Coordinate with technicians to provide real-time support and direction.
- Ensure high customer satisfaction through top-tier IT service delivery.
- Manage help desk operations, troubleshoot issues, and optimize processes.
- Continuously assess service delivery performance and recommend improvements.
- Train and mentor team members on service and technical best practices.
Help Desk Manager (MSP) Requirements
- At least 1 year of MSP experience
- Proven experience in IT service management or technical support in a fast-paced environment.
- Strong knowledge of IT infrastructure, including hardware, software, and networks.
- Ability to manage multiple priorities with excellent multitasking and organizational skills.
- Familiarity with help desk operations and ticketing systems (e.g., ConnectWise).
- Exceptional customer service and communication skills.
- Proactive problem-solver who works independently and collaboratively.
Help Desk Manager (MSP) Salary & Benefits:
- $115,000 – $130,000
- Health, Dental, Vision, and Life Insurance
- 401(k) with company match
- PTO Paid Holidays
Salary : $115,000 - $130,000
