The Role
Lead day-to-day help desk operations across multiple client accounts, manage SLAs and KPIs, mentor team leads and technicians, handle escalations, run service reviews/QBRs, improve processes and tooling, and partner with account management and engineering to onboard and grow clients.
Summary Generated by Built In
About InverseTech
InverseTech is a managed services provider that keeps technology running for growing businesses. When something breaks, when a system slows down, or when a team just needs answers fast — our clients call us. Behind every one of those calls is a support team that cares about getting it right. We're now looking for a leader to take that team to the next level.The Role
As our Help Desk Manager, you'll own the front line of the InverseTech client experience. You'll lead a multi-tier support team across several client accounts, making sure tickets get resolved fast, service levels are met, and every interaction leaves the client confident they chose the right partner. This is a hands-on leadership role for someone who loves both the operational detail and the people side of running a great support desk.What You'll Do
- Lead day-to-day help desk operations across all client accounts, keeping tickets triaged, prioritized, and resolved within SLA.
- Coach, mentor, and grow a multi-tier team of team leads and technicians — and build a culture people want to be part of.
- Own the metrics that matter: SLA attainment, first-contact resolution, response times, backlog, and customer satisfaction.
- Act as the senior escalation point for major incidents and sensitive client situations.
- Run service reviews and QBRs, turning support data into clear stories and improvement plans for clients and leadership.
- Mature our processes, tooling, and knowledge base — driving automation and ITIL-aligned workflows that scale.
- Partner with account management and engineering to onboard new clients and expand existing ones.
What You Bring
- 5+ years in IT support, including 3+ years leading a help desk or service desk team.
- Experience in an MSP or multi-client support environment.
- A strong track record of hitting SLAs and improving support KPIs at scale.
- Hands-on knowledge of ITSM/ticketing platforms (ConnectWise, Autotask, ServiceNow, Freshservice, Zendesk, or similar).
- A solid grasp of ITIL practices — incident, request, problem, and change management.
- Excellent communication skills and the confidence to manage both technical teams and client relationships.
Nice to Have
- ITIL Foundation (or higher) certification.
- Technical certifications such as CompTIA A+/Network+, Microsoft, or cloud credentials.
- Experience building service dashboards and reporting.
- Familiarity with RMM tools and MSP operational workflows.
Why You'll Love It Here
- Real ownership — this is your desk to lead and shape.
- A team that takes pride in the work and supports each other.
- Investment in your growth, including certifications and professional development.
Skills Required
- 5+ years in IT support, including 3+ years leading a help desk or service desk team
- Experience in an MSP or multi-client support environment
- Proven track record of meeting SLAs and improving support KPIs
- Hands-on knowledge of ITSM/ticketing platforms (ConnectWise, Autotask, ServiceNow, Freshservice, Zendesk, or similar)
- Solid grasp of ITIL practices (incident, request, problem, change management)
- Excellent communication skills and ability to manage technical teams and client relationships
- ITIL Foundation (or higher) certification
- Technical certifications (CompTIA A+/Network+, Microsoft, or cloud credentials)
- Experience building service dashboards and reporting
- Familiarity with RMM tools and MSP operational workflows
Am I A Good Fit?
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The Company
What We Do
Audit-Tel is an independent provider of Financial Telemanagement services to all North America and International industries and businesses, from Fortune 500 companies to small organizations. Audit-Tel is also the nation’s leading retail industry financial telemanagement services provider and is on the leading edge in healthcare technology management. This has occurred through providing consulting, software solutions, auditing and technology expense payable services.
