MSP/IT Help Desk Manager

The Help Desk Manager is responsible for overseeing daily technical support operations, ensuring efficient ticket resolution, mentoring tea ---------- mbers, and maintaining high client satisfaction. This role requires strong leadership, excellent communication, and the ability to coordinate across all support levels (L1 offshore, L1 in-house, L2 in-house, and L3 in-house) to drive performance and eliminate inefficiencies.

· Oversee daily ticket queues, ensuring prompt and accurate resolution.
· Provide guidance, mentoring, and escalation support to L1–L3 engineers.
· Interface directly with clients to acknowledge concerns and ensure satisfaction.
· Identify inefficiencies in ticket handling and implement process improvements.
· Organize and lead daily/weekly support tea ---------- etings.
· Participate in quarterly team reviews and maintain staff growth roadmaps.
· Drive team morale and engagement through positive leadership.

Required Education and Experience

Associate or Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
5-10 years of experience in a technical support lead or help desk lead role.
Relevant IT certifications (CompTIA A+, ITIL, or similar) are a plus.

Subject: Helpdesk Manager - years of experience as Lead