Help Desk Manager

Cleveland, OH
Full Time
Manager/Supervisor

Great service doesn’t happen by accident, it’s built by strong leaders who care about both their people and their clients. We’re hiring a Help Desk Manager to lead our service team, raise the bar on service delivery, and help shape how we grow — with real influence over operations, tools, and culture.

What You’ll Do

  • Lead and mentor the help desk team, driving performance and professional growth

  • Ensure SLAs, response times, and service standards are consistently met

  • Monitor KPIs and use data to improve service delivery and workflows

  • Act as escalation point for critical or complex issues

  • Improve processes, documentation, and automation in collaboration with leadership and engineering

  • Maintain accurate knowledge base and ticket documentation

  • Prepare performance reports and identify improvement opportunities

  • Champion a positive, accountable, and client-focused team culture

What We’re Looking For

  • 5+ years working within an MSP environment
  • 2+ years leadership experience
  • Strong people leadership skills with the ability to motivate and coach technical staff
  • Solid understanding of help desk operations, SLAs, and service metrics
  • Experience with Autotask, RMM tools, and MSP workflows

HR info

  • Competitive salary: $80 – $95k

  • Medical, dental, and vision insurance

  • Life and disability insurance

  • 401(k) with up to 4% company match

  • Paid vacation and personal time off

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