Help Desk Director

audittelinc; Cincinnati (OH); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Bonuses

Health benefits

Retirement plans

Job summary

Inverse Technology Solutions is seeking an IT Help Desk Director to lead the front line of the client experience, guiding a multi-tier team across several accounts and ensuring tickets are resolved quickly, SLAs met, and client satisfaction high.

You will own critical metrics, mentor staff, and drive ITIL-aligned processes and automation to scale service delivery for growing businesses in a fast-paced MSP environment.

Qualifications

• 5+ years in IT support with 3+ years in a leadership role.
• Experience in MSP or multi-client environment.
• Proven SLA attainment and KPI improvement at scale.
• Hands-on experience with ITSM/ticketing platforms.
• Excellent communication and client management skills.

Responsibilities

• Lead day-to-day help desk operations across client accounts within SLA.
• Coach, mentor, and grow a multi-tier team of leads and technicians.
• Own metrics: SLA attainment, first-contact resolution, response times, backlog, CSAT.
• Escalate major incidents and sensitive client situations as senior point of contact.
• Run service reviews and QBRs; translate data into client improvement plans.
• Mature processes, tooling, and knowledge base; drive automation and ITIL workflows.
• Partner with account management to onboard new clients and expand existing ones.

Skills

Help desk leadership

MSP multi-client experience

ITIL knowledge

ITSM / ticketing tools

Client relationship management

Tools

ConnectWise

Autotask

ServiceNow

Freshservice

Zendesk

Job description

About Inverse Technology Solutions

Inverse Technology Solutions was founded in 2010, but we have been in the IT industry for over 30 years. We are a fast-growing company that provides IT services for Nationwide Businesses and Fortune 500 Companies. We stand by our service and products, and we are looking for an IT Help Desk Director that has the same quality standards and takes pride in their work.

We offer great starting salaries, retirement plans, health benefits, and bonuses.

Inverse started as a small family business and has grown into a major player in the IT world. Our employees are a team and party of the family. We have supported our troops throughout the years and love working with veterans.

I nverseTech is a managed services provider that keeps technology running for growing businesses. When something breaks, when a system slows down, or when a team just needs answers fast - our clients call us. Behind every one of those calls is a support team that cares about getting it right. We're now looking for a leader to take that team to the next level.

The Role

As our Help Desk Manager, you'll own the front line of the InverseTech client experience. You'll lead a multi-tier support team across several client accounts, making sure tickets get resolved fast, service levels are met, and every interaction leaves the client confident they chose the right partner. This is a hands-on leadership role for someone who loves both the operational detail and the people side of running a great support desk.

What You’ll Do

• Lead day-to-day help desk operations across all client accounts, keeping tickets triaged, prioritized, and resolved within SLA.
• Coach, mentor, and grow a multi-tier team of team leads and technicians - and build a culture people want to be part of.
• Own the metrics that matter: SLA attainment, first-contact resolution, response times, backlog, and customer satisfaction.
• Act as the senior escalation point for major incidents and sensitive client situations.
• Run service reviews and QBRs, turning support data into clear stories and improvement plans for clients and leadership.
• Mature our processes, tooling, and knowledge base - driving automation and ITIL-aligned workflows that scale.
• Partner with account management and engineering to onboard new clients and expand existing ones.

What You Bring

• 5+ years in IT support, including 3+ years leading a help desk or service desk team.
• Experience in an MSP or multi-client support environment.
• A strong track record of hitting SLAs and improving support KPIs at scale.
• Hands-on knowledge of ITSM/ticketing platforms (ConnectWise, Autotask, ServiceNow, Freshservice, Zendesk, or similar).
• A solid grasp of ITIL practices — incident, request, problem, and change management.
• Excellent communication skills and the confidence to manage both technical teams and client relationships.

Nice to Have

• ITIL Foundation (or higher) certification.
• Technical certifications such as CompTIA A+/Network+, Microsoft, or cloud credentials.
• Experience building service dashboards and reporting.
• Familiarity with RMM tools and MSP operational workflows.

Why You’ll Love It Here

• Real ownership - this is your desk to lead and shape.
• A team that takes pride in the work and supports each other.
• Investment in your growth, including certifications and professional development.