Help Desk Manager: Lead Tech Support & Team Growth

Frey Consulting Group; Maryland; On-site; USD 85,000 - 120,000; Full time

Job summary

Arc Human Capital, LLC on behalf of a Maryland-based MSP is seeking a Help Desk Manager to lead the Help Desk operations across multiple client accounts, balancing hands-on leadership with active technical oversight.

You will manage a team of Help Desk Technicians, target SLA compliance, develop training, and drive continuous improvement while coordinating with vendors and stakeholders; travel within Maryland is required.

Qualifications

• 5+ years in Help Desk operations, hardware, software, and networking.
• 3+ years of team management in a technical support environment.
• MSP environment experience strongly preferred.
• Hands-on with ConnectWise PSA or comparable PSA.
• Experience with an RMM platform such as ConnectWise Automate / NinjaRMM / Datto RMM.
• Strong communication and ability to present technical info to non-technical clients.

Responsibilities

• Oversee Help Desk operations and ensure SLA‑compliant incident resolution across all client accounts.
• Serve as primary escalation point for complex issues; coordinate with senior staff or vendors.
• Monitor real-time ticket health and intervene to prevent SLA breaches.
• Develop metrics and report on Help Desk performance weekly/monthly.
• Communicate accurately and professionally with clients about open issues.
• Identify recurring issues and drive root‑cause analysis and process improvement.
• Hire, onboard, and grow a team of technicians; conduct regular reviews.
• Develop training programs to keep the team current on client environments.

Skills

Help Desk Leadership

Team Management

MSP Experience

ConnectWise PSA

RMM Platforms

Communication

Tools

ConnectWise PSA

RMM Platform (NinjaRMM)

Job description

Arc Human Capital, LLC on behalf of a Maryland-based MSP is seeking a Help Desk Manager to lead the Help Desk operations across multiple client accounts, balancing hands-on leadership with active technical oversight.

You will manage a team of Help Desk Technicians, target SLA compliance, develop training, and drive continuous improvement while coordinating with vendors and stakeholders; travel within Maryland is required.