Help Desk Manager

Klouded; Atlanta (GA); Remote; USD 57,000 - 107,000; Full time

Job summary

Klouded, a leading Digital Marketing Agency, is seeking a Help Desk Manager to oversee Tier 1-3 support while ensuring excellent customer service. The role focuses on managing the help desk operations remotely, with responsibilities including troubleshooting, mentoring, and technical support. Ideal candidates will have substantial experience with QuickBooks and project management tools, alongside strong communication skills in a fully remote environment.

Qualifications

• 5+ years in technical support with hands-on Tier 1–3 experience.
• Deep experience with QuickBooks Desktop and project management apps.
• Strong troubleshooting skills across operating systems and networking.

Responsibilities

• Manage daily operations of the remote help desk.
• Deliver Tier 1-3 support and ensure exemplary customer satisfaction.
• Mentor help desk technicians and drive continuous improvements.

Skills

Technical Support

Customer Service

Troubleshooting

Communication

Mentoring

Tools

QuickBooks Desktop

RMM Platforms

Ticketing Systems

Job description

Klouded is a dynamic Digital Marketing Agency and a leading MSP (Managed Service Provider) and MSSP (Managed Security Services Provider), affiliated with BizGro Partners. BizGro Partners manages a diverse portfolio of 31 companies across various service sectors, with locations spanning NY, NJ, CT, PA, FL, GA, CO, TX, NV, LI, and SC. Employing over 5,000 individuals, Klouded is dedicated to providing top-tier digital marketing and IT solutions to its clients.

Help Desk Manager — Fully Remote, Full-Time Contract

Role Overview

We’re seeking a hands-on Help Desk Manager who both performs and leads Tier 1–3 support. You will own the daily operation of our remote help desk, deliver outstanding customer service, and resolve a wide range of technical issues—especially those involving QuickBooks Desktop and popular project-management tools (e.g., Knowify, Trello, Asana). Key responsibilities include:

• Provide direct Tier 1, Tier 2, and Tier 3 support via remote-management tools, ticketing systems, phone, and chat.
• Troubleshoot Windows/macOS endpoints, networking, SaaS apps, and third-party business software.
• Use and administer RMM platforms, IT documentation systems (IT Glue, Confluence, etc.), and knowledge bases to ensure accurate, repeatable fixes.
• Mentor help-desk technician(s), set SLAs/OKRs, track KPIs (CSAT, MTTR), and drive continuous improvement.
• Act as the final escalation point for complex incidents while maintaining exemplary customer satisfaction.

Qualifications

• 5+ years in technical support with proven hands-on Tier 1–3 issue resolution.
• Deep experience supporting QuickBooks Desktop and cloud/project-management applications.
• Proficiency with RMM, ticketing, and documentation tools; ability to optimize these platforms.
• Strong troubleshooting across operating systems, networking, printers, and SaaS ecosystems.
• Excellent communication, empathy, and coaching skills in a 100 % remote environment.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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