IT Helpdesk Manager - MSP

This job posting is on behalf of an Arc Human Capital, LLC client. Our client is a Maryland-based Managed Service Provider with over 20 years of experience delivering secure, efficient, and reliable networking and IT services. They serve a diverse client base across healthcare, construction, real estate, marketing, and legal industries. Their mission = "Happy Network = Happy Staff". It reflects their commitment to client-first service delivery and a team culture built on trust, accountability, and excellence.

The Help Desk Manager is responsible for leading our client’s Help Desk operations and ensuring the delivery of high-quality technical support across all managed client accounts. This is a hands‑on leadership role requiring strong technical competency, client relationship skills, and the ability to manage a team of Help Desk Technicians providing both remote and onsite support.

The Help Desk Manager owns the day‑to‑day performance of the help desk function — from ticket queue health and SLA compliance to team development, client escalations, and process improvement. This role is a key member of the leadership team and is expected to exercise sound judgment, operate with minimal supervision, and continuously raise the bar for service quality.

• Oversee all Help Desk operations, ensuring incidents and service requests are triaged, assigned, and resolved within agreed SLA windows across all managed client accounts.
• Serve as the primary escalation point for complex or high-priority technical issues; resolve or coordinate resolution with senior technical staff or vendors.
• Monitor ticket queue health in real time via the Connect Wise PSA platform; intervene proactively to prevent SLA breaches.
• Develop and maintain metrics and report on Help Desk performance, including ticket volume, SLA compliance, resolution times, and customer satisfaction on a weekly and monthly basis.
• Ensure all clients receive accurate, timely, and professional communication regarding open issues and service requests.
• Identify recurring issues and implement root-cause solutions; drive continuous improvement in service delivery processes.
• Hire, onboard, manage and grow a team of Help Desk Technicians; define performance expectations and conduct regular reviews, grow the team from 3 current techs to 12.
• Conduct regular 1-on-1s, deliver coaching and constructive feedback, and support individual growth plans.
• Develop and maintain a training program to ensure the team remains current on client environments, technical skills, and support procedures.
• Foster a positive work environment grounded in teamwork, accountability, and client-first service values.
• Engage and inspire team members to achieve business objectives and service quality targets.

• Facilitate client onboarding and offboarding; document environments, define SLAs, communicate expectations, and brief the technical team.
• Support project implementations in coordination with the technical team and client stakeholders.
• Collaborate with ownership on client-facing communications for escalated issues or service concerns.
• Participate in Quarterly Business Reviews (QBRs) as required to present service metrics and discuss service improvements.
• Travel locally within Maryland for client site visits, onsite support, and team engagements as needed.

• Administer the Connect Wise PSA platform for ticketing, time tracking, SLA management, and performance reporting.
• Oversee the RMM platform for remote monitoring, endpoint management, and patch compliance across the managed client base.
• Ensure all technicians log time accurately against client accounts for both billable and non-billable activities; identify and flag out-of-scope work for account management review.
• Create and maintain documentation of Help Desk procedures, SOPs, runbooks, and client-specific support notes.
• Ensure client IT documentation is accurate and current across all managed accounts.
• Stay current with emerging technologies and industry trends; maintain and share relevant knowledge with the team.