Do you know how to manage an IT helpdesk team?!

Introduction

Do you know how to manage an IT helpdesk?
Do you know the KPIs required to run a world-class service desk?
Do you enjoy building a team that strives for a common goal?
Can you mentor tea ---------- mbers who may not yet be reaching their full potential?
Can you bridge the communication gap between leadership and frontline employees?

If you answered yes, we want to talk to you.

We are a fast-growing Managed Services Provider (MSP) looking for a dynamic IT Helpdesk Service Manager to lead our support team, elevate service quality, and ensure our customers’ satisfaction stays at the highest level.

What You’ll Do

Lead and inspire the IT helpdesk team, setting a standard of excellence and accountability.

Manage ticket flow, ensuring SLA adherence, timely closure, and efficient escalations.

Track and report on KPIs such as first response time, ticket resolution time, backlog, and customer satisfaction.

Identify skill gaps, provide coaching, and foster continuous professional growth.

Be the bridge between employees and leadership, ensuring clear communication and alignment.

Enhance helpdesk processes and workflows to continually raise the bar.

Champion a customer-first culture, making sure every interaction leaves a positive impression.

What We’re Looking For

Proven success managing a helpdesk or IT support team (MSP experience highly valued).

Strong knowledge of helpdesk KPIs and service metrics.

Excellent leadership and communication skills, with the ability to motivate and develop teams.

Customer-service mindset, with a passion for delivering measurable results.

Familiarity with RMM, PSA, or other IT service management tools.

ITIL or similar certifications are a plus.