What are the responsibilities and job description for the IT Help Desk Manager (MSP) position at Bowman Williams?
We are a Managed Services Provider located in Plano, TX that was been in business for over 30 years. We have a large client base and an average employee tenure at our shop of over 4 years! We pride ourselves on providing high quality IT services while fostering a fun, driven, collaborative work environment that favors friendly and outgoing personalities. We offer Health / Dental / Vision Insurance, 15 days PTO, paid training, certification reimbursement, and growth opportunities into higher level management roles.
Due to continued growth, we are seeking an IT Help Desk Manager (MSP) with a background working in the MSP industry. As the IT Help Desk Manager (MSP) you will serve as a technical point of escalation (as needed), be responsible for providing high-level technical assistance and supervision to the team, and ensure service and support are provided to clients in accordance with their Service Level Agreements (SLAs). The IT Help Desk Manager (MSP) will oversee a team of 10 ranging from L1 – L3 who are utilizing the ConnectWise suite.
At this time we are only considering applicants with previous experience working for a Managed Services Provider.
Responsibilities :
- Drive the highest levels of performance from each team member through coaching, training, mentoring, and attainment of performance metrics
- Manage the Help Desk team, Dispatchers’ daily activities
- Develop Agendas and lead weekly recurring Meetings, Roundtables, and Ad-Hoc meetings as necessary to disseminate pertinent technical and client information to the department
- Assist in hiring and staffing decisions within the Service Desk department
- Create and run onboarding plans for new hires focusing on our approach, standards, and client base
- Develop and implement targeted training development programs for all team members
- Conduct monthly performance meetings, mentoring sessions, and individual performance evaluations for the team
- Host daily team huddles to review, reprioritize, and reassign service requests
- Participate in weekly service / project meetings
- Ensure the team responds to after-hours calls and emergencies meeting FPA standards
- Review and approve the team’s time entries in CW Manage daily and weekly
Benefits :
