Help Desk Manager (MSP)

OverviewWe are a boutique technology consulting and managed services provider hiring a Help Desk Manager to lead our support team and improve day-to-day service delivery for law firm clients.This role is roughly 80% management and 20% hands-on escalations. The ideal candidate is a proven MSP support leader who can manage technicians, enforce accountability, improve ticket quality, and maintain SLA performance while still having the technical credibility to step in on escalations when needed. This is a white-glove client environment, so strong communication, professionalism, and service quality are critical.ResponsibilitiesManage, coach, and develop Level I–III technicians in a ticket-driven MSP environmentLead regular 1:1s, performance conversations, career development planning, and team accountabilityMonitor SLA performance, ticket queues, response times, resolution times, and ticket qualityEnsure time entry, billing notes, documentation, and ticket updates are completed consistentlyImprove service desk workflows, escalation paths, documentation standards, and support processesHold technicians accountable to service standards, utilization, communication, and follow-throughAct as a technical escalation point when needed for client-facing or high-priority issuesPartner with the escalation team and leadership to identify recurring problems and long-term fixesTrack KPIs including SLAs, utilization, CSAT, ticket quality, and service performanceCommunicate professionally with law firm clients and ensure a white-glove support experienceRequired ExperienceExperience working for a Managed Service Provider5+ years of experience in IT support, service desk, or technical operations3+ years of experience in a team lead, supervisor, help desk manager, or support management roleExperience managing technicians in a ticket-driven environmentStrong understanding of SLA management, time entry, utilization, ticket quality, and escalation workflowsTechnical background across endpoints, Microsoft 365, user support, and basic infrastructureAbility to provide technical guidance and step into escalations when neededExperience with PSA tools, with ConnectWise strongly preferredStrong client communication skills, especially in high-touch or white-glove environmentsStrong leadership, coaching, organization, and accountability skillsBenefits$115,000 – $130,000 salary100% employer-paid health care coverage for the individualGenerous PTO401(k) with 4% company matchTechnology stipend