MSP Help Desk Manager

As a leading IT Managed Service Provider, we partner with small and mid-sized businesses in Cleveland, Ohio, and beyond. We specialize in delivering Managed IT Services, IT Support & Consulting, and seamless cloud and mobile technology integration for companies with sophisticated IT needs but without the resources for a full-time IT department. Our focus is on helping our clients reach their goals, all while optimizing their IT investments and controlling costs. 
 

We are seeking an MSP Help Desk Manager to lead our dynamic Help Desk team. Our Help Desk handles a diverse range of service requests daily, and we are looking for someone who can consistently deliver an exceptional client experience with every interaction.

This role focuses on optimizing processes, improving response times, and driving operational efficiency across our service operations 

Responsibilities 

Customer Service 

• Set high service standards: Monitor customer feedback, address concerns, and enhance client satisfaction. 

• Reporting and communication: Generate productivity reports (daily, weekly, monthly) on response times and resolutions. 

• Client follow-up: Follow-up with clients as needed to ensure outstanding service. 

Team Management 

• Supervise Help Desk staff: Oversee daily help desk operations, mentor team members, and ensure procedures are followed. 

• Performance monitoring: Track KPIs and conduct regular evaluations. 

• Scheduling: Manage team schedules, including after-hours support when necessary. 

Service Management 

• Incident management: Ensure all incoming incidents and service requests are properly logged, categorized, and prioritized according to SLA guidelines. 

• On-site visits: Schedule Help Desk Team on-site visits for issue resolution or equipment setup, confirming their necessity. 

• Escalation handling: Manage escalations and ensure timely issue resolution. 

• SLA compliance: Ensure service delivery complies with SLA requirements. 

Process Improvement 

• Best practices and SOPs: Establish and enforce best practices and SOPs. 

• Continuous improvement: Identify areas for improvement and continuously optimize help desk processes for efficiency. 

Requirements 

Here is a list of our "must-haves" in a leadership member of our Team. 

Professional - The businesses we help are our “clients” with whom we have built a long-term professional relationship. If you can show us that you can maintain a professional and courteous demeanor in all client interactions and provide a high level of client satisfaction with timely and efficient support, you are the IT Professional we want on our team. 

Educated - There are a few pre-requisites for a leadership position with our team. One is that you got an education that will help support your career path and at least 3 years’ experience in a leadership role focusing on customer service. Experience with an MSP Help Desk is a plus. 

Team Leader - We need you to make informed decisions promptly, balancing analysis with intuition to guide the Help Desk team through challenges and opportunities, motivate the team by setting a positive example, recognizing achievements, and encouraging continuous improvement. and to remain steadfast and composed under pressure.

Technical Skills - You need to have knowledge of the types of support required by team members on the MSP Help Desk staff to be able to evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from clients experiencing problems with hardware, software, networking, server and other computer-related technologies. 

Communicate Effectively - You need to be able to convey information in a straightforward and easy to understand style with understanding and compassion for the situation with clients and the members of your team. You must also be a good active listener, listening to understand the issues at hand not to plan your response.

Problem Solver - We're a team. We want you to be an integral part of it. Which means we need you to collaborate effectively with your team, clients, management and other third-party vendors working with our clients to leverage diverse perspectives and skills in solving problems. 

Accountable - We need you to take responsibility for both successes and failures and hold your team members accountable as well. We will set goals with you for common Key Performance Indicators (KPI) for an MSP Help Desk.

Honest with Strong Ethical Standards - We want the truth, and to hear it from you straight without all of the sugar coating. We need you to treat everyone with respect and fairness and keep your promises and commitment to clients and all the members of our Company team. That's what you'll get from us, and we expect the same in return. 

HR Information

Competitive Compensation: $55,000 to $70,000 depending in experience. 

This is a fulltime in office position (8:30a to 5:30p M-F) 

• Limited local travel (15% -25%) with monthly fuel stipend of $100, Company fully paid for travel outside of 100 miles roundtrip 

Vacation is 2 weeks after 1 year but 1 of those two weeks can be used after 6 month 

• 40 hours PTO for use as sick time or personal errands

• 8 National Holidays a year. 

Professional Development Program with bonuses and compensation increases for achieving additional industry or product certifications. 

401K Retirement Plan with 4% matching Company contribution (eligible in 6 months)

Medical Insurance: 12 optional plans to choose from with a fixed Employer contribution 

Company paid $10,000 life insurance with additional coverage and AD&D available

Additional Benefits with voluntary employee deductions: 

• Select from 6 optional Dental Plans;

• Select from 5 optional Vision Plans; 

• Accident, Hospital Indemnity and Critical Illness plans available from AFLAC; 

• Multiple levels of Short Term and Long Term disability plans available; 

• Employee Assistance Program; 

• Pet Insurance Plans; 

• Legal Assistance Plans, for family matters, estate planning, real estate and traffic law issues. 

Discount Plans available:

• Auto and Home Insurance; 

• Personal Excess Liability Insurance; 

• Identity Theft Protection; 

• Vacation Packages.