Help Desk Manager (MSP)

Most MSPs are looking for people managers, but we are looking for a technical leader. We are a multi-year Inc. 5000 award winner and one of the fastest-growing IT services firms in the country. As we continue to scale our operations in Richardson, we need a MSP experienced Help Desk Manager who maintains a System Administrator level of knowledge and can lead our technical teams with true authority.This is a high-impact leadership role for someone who has likely spent years in a hands-on technical seat and now wants to own the processes and people that drive a high-performance service organization.The Impact You Will MakeOperational Leadership: You will oversee the day-to-day activities of our reactive help desk and workstation provisioning teams to ensure efficiency at every level.Process Excellence: You will be the architect of our internal processes, implementing ITIL best practices and maintaining our SOC 2 and ISO 9001 standards.Technical Oversight: Because you have a System Administrator background, you will handle high-level escalated tickets and ensure our technical playbooks are accurate and effective.Performance Reporting: You will use daily and weekly metrics to drive accountability and build clear career growth paths for your engineering team.Client Strategy: You will hold regular meetings with our commercial and government clients to ensure our service delivery is proactive rather than reactive.What We Are Looking ForTechnical Roots: You must have a System Administrator level of knowledge. Ideally, you were in a hands-on engineering role earlier in your career and still speak the language of the technicians you lead.MSP Leadership: Significant experience in a Managed Service Provider environment is required. You understand the unique rhythm and complexity of multi-tenant environments.Management Style: We value a style that emphasizes discipline and accountability. You know how to coach a team to high performance without compromising on technical standards.DFW Presence: This is a Monday through Friday, in-person leadership role at our Richardson HQ. Candidates must live within 30 miles of the Dallas Metroplex.Compensation and Comprehensive BenefitsSalary: Base salary is $100,000 to $110,000 depending on your experience and technical track record.Retirement: Simple IRA with an employer match up to 3%.Medical: Three United Healthcare plan options including HDHP with HSA and Open Access EPO.Dental and Vision: Aetna PPO/DMO dental and United Healthcare vision coverage.Insurance: Employer-paid Life and AD&D coverage, with voluntary options for Disability, Accident, and Critical Illness through Aflac.Legal and Identity: Coverage through Legal Shield and ID Shield.Time Off: Generous PTO and paid holidays.Growth: Dedicated education and certification assistance and reimbursement.