Help Desk Director: Lead MSP Support & Service Excellence

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

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.