Help Desk Manager; MSP​/ConnectWise

Senior Business Operations Manager & Cloud Recruiter at Bowman Williams

We are a long established Managed Service Provider and business applications consulting firm that has supported SMB clients across the DFW area since 1989. Our team is known for stability, strong internal processes, and long term client relationships. This is an opportunity to step into a visible leadership role with room for meaningful career advancement.

The Help Desk Manager will lead daily service desk operations while remaining hands on technically. This role is approximately seventy percent technical and thirty percent administrative and requires strong escalation expertise, service board ownership, and technician leadership within a fast paced MSP environment.

• Own and manage the reactive service desk queue and escalations
• Serve as the senior technical escalation point for complex desktop, network, and Microsoft 365 issues
• Lead, mentor, and supervise service desk technicians
• Manage technician scheduling, workload balancing, and service delivery quality
• Provide hands on technical support across endpoints, networking, and Microsoft 365 environments
• Perform triage support for server and virtualization related issues
• Ensure excellent internal and client facing communication
• Maintain service desk metrics, workflows, and operational consistency

• Five or more years of service desk management and escalation support within an MSP
• Strong leadership skills with proven technician supervision experience
• Solid networking fundamentals including troubleshooting and support
• Microsoft 365 experience including Exchange Online, Teams, and Entra
• Familiarity with virtualization platforms for triage purposes
• Daily hands on experience with Kaseya and Connect Wise tools
• Experience managing reactive service boards in an MSP setting

• Virtualization platforms including VMware, Hyper‑V, and Proxmox
• Firewalls including Sonic Wall and Fortinet
• Security tools including Rocket Cyber, Datto EDR, Sentinel One EDR, Threat Locker, and Duo
• MSP toolsets including Kaseya and Connect Wise

• $90,000 to $100,000 depending on experience
• Health, dental, and vision insurance
• 401k with employer match
• Competitive salary with clear advancement potential

• Mid‑Senior level

• Full‑time

• Information Technology
• IT Services and IT Consulting

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