Maintain strong phone presence and ensure reliable squad coverage.
Respond to client inquiries via phone, email, and tickets with professionalism and urgency.
Own issues from intake through resolution, keeping clients updated throughout.
Troubleshoot technical issues and escalate when appropriate.
Document all interactions and solutions clearly in the service desk system.
Meet SLAs and team KPIs while driving consistent service quality.
Act as a resource for processes, procedures, and best practices.
Lead, mentor, and develop team members to reach their full potential.
Conduct monthly 1:1s and manage performance reviews (3-month, 6-month, annual).
Participate in hiring decisions and handle coaching or disciplinary actions when needed.
Manage schedules, time-off requests, and after-hours/on-call rotations.
Encourage knowledge sharing and support training of new team members.
Promote a solution-focused, collaborative team culture.
Monitor service desk trends, ticket patterns, and recurring issues.
Review customer satisfaction metrics and implement improvements.
Identify opportunities to streamline processes and increase efficiency.
Prioritize tasks effectively and manage time across competing demands.
Meet weekly with leadership to review performance and initiatives.
Represent the service desk in company-wide initiatives.
Support projects from planning to execution.

Excellent customer service and communication skills
Strong ownership mindset and sense of urgency
Ability to translate technical concepts for non-technical users
Collaborative approach with strong decision-making and problem-solving skills
Comfort analyzing data to identify trends and improvements
Commitment to continuous learning and staying current with industry best practices.
3+ years in hands-on IT support (SysAdmin, Tier 2/3), or 2+ years leading technical teams in an MSP or enterprise environment.
Associate’s or Bachelor’s in IT, Computer Science, or related field.
CompTIA A+/Network+/Security+, CCNA, Microsoft certifications.
Experience with PSA/RMM platforms and IT documentation systems.
Technical Knowledge: AD, Microsoft 365, TCP/IP, DNS, DHCP, cloud fundamentals.
Familiarity with ITIL processes (Incident, Problem, Change Management).

IT Helpdesk Team Manager

Key skills