Help Desk Manager

RightClick; Connecticut; Hybrid; USD 90,000 - 120,000; Full time

Job summary

RightClick is seeking a Help Desk Manager to lead its support operations in a hybrid role based in Fairfield County, CT. The ideal candidate will combine hands-on technical leadership with strong people management to deliver exceptional client service.

Responsibilities include guiding a team of engineers, monitoring high-priority tickets, and driving process improvements. MSP expertise and ITIL awareness are highly valued for success in this role.

Qualifications

• Minimum 5 years in Help Desk Manager or similar role.
• MSP experience required.
• Experience leading a sizable team of technicians.
• Strong hands-on technical background.
• Familiarity with PSA ticketing and IT documentation tools; ITIL certification preferred.
• Able to provide off-hours support for critical issues.

Responsibilities

• Lead and develop a team of support engineers and team leads, including scheduling and shift coverage.
• Monitor high-priority tickets to ensure timely resolution and adherence to client SLAs.
• Review ticket queues and team metrics to drive efficiency and accountability.
• Identify recurring issues and drive troubleshooting efforts toward permanent solutions.
• Coordinate ongoing team training, documentation standards, and performance reviews.
• Partner with leadership on process improvements and departmental goals.

Skills

Team leadership

Hands-on tech

MSP experience

Ticketing platforms

ITIL awareness

Client facing

Education

ITIL certification

Tools

PSA ticketing

IT documentation platforms

Job description

Our client, a growing managed service provider, is seeking a Help Desk Manager to lead its support operations and ensure an exceptional level of service delivery to clients. The ideal candidate will be a hands‑on technical leader with a positive attitude, strong problem‑solving skills, and a commitment to client satisfaction. This is a hybrid position based in Fairfield County, CT.

Help Desk Manager’s Responsibilities And Duties

• Lead and develop a team of support engineers and team leads, including scheduling and shift coverage
• Monitor high-priority tickets to ensure timely resolution and adherence to client SLAs
• Review ticket queues and team metrics to drive efficiency and accountability
• Identify recurring issues and drive troubleshooting efforts toward permanent solutions
• Coordinate ongoing team training, documentation standards, and performance reviews
• Partner with leadership on process improvements and departmental goals

Help Desk Manager’s Qualifications And Skills

• At least 5 years of professional experience in a Help Desk Manager or similar role
• Managed Service Provider (MSP) experience required
• Proven experience managing a sizable team of technicians
• Strong technical background, with the ability to remain hands‑on when needed
• Experience with PSA ticketing and IT documentation platforms; ITIL certification preferred
• Availability for off-hours support of critical client issues

RightClick is an equal opportunity employer who agrees not to discriminate against any employee or job applicant irrespective of race, color, creed, alienage, religion, sex, national origin, age, disability, gender (including gender identity), marital status, sexual orientation, citizenship or any other characteristic protected by law.