Help Desk Manager (Managed Service Provider)

Bowman Williams; Downey (CA); On-site; USD 110,000 - 120,000; Full time

Job summary

Join a dynamic Managed Services Provider as a Help Desk Manager, where your leadership and technical skills will drive exceptional service delivery. This role involves leading a team of support technicians, refining help desk operations, and ensuring high-quality service for small to mid-sized businesses. With a focus on client satisfaction and continual improvement, you'll play a crucial role in scaling operations and exceeding client expectations. If you thrive in a fast-paced environment and are passionate about IT support, this is the perfect opportunity to make a significant impact.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) with 4% match

PTO

Paid Sick Days

Paid Holidays

Semi-Annual Reviews

Certification Reimbursement

Qualifications

• 1+ years of experience in Managed Service Provider (MSP) environments.
• Strong leadership and communication skills are essential.

Responsibilities

• Manage and mentor Tier 1–3 technicians in a fast-paced environment.
• Optimize ticketing systems and maintain high client satisfaction.

Skills

MSP experience

Leadership skills

Communication skills

Client-facing skills

RMM and PSA understanding

ITIL-based service delivery

Tools

ConnectWise

Datto

Microsoft 365

Autotask

Job description

Help Desk Manager (Managed Service Provider)

This range is provided by Bowman Williams. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$110,000.00/yr - $120,000.00/yr

Direct message the job poster from Bowman Williams

Senior Business Operations Manager & Cloud Recruiter at Bowman Williams

Are you a proven leader in IT support with a background in Managed Services? Join a fast-growing, client-focused MSP where your technical expertise and leadership will drive exceptional service delivery. We’re a dynamic Managed Services Provider supporting small to mid-sized businesses with proactive, high-touch IT services. We value smart processes, strong communication, and a culture of ownership and accountability.

As our Help Desk Manager, you’ll lead and mentor a team of support technicians to ensure high-quality, timely service delivery. You’ll refine help desk operations, enforce SLAs, and serve as a key escalation point. Your MSP experience will help us scale, streamline, and exceed client expectations.

Responsibilities:

• Manage and mentor Tier 1–3 technicians in a fast-paced, multi-client environment
• Optimize ticketing systems, workflows, and documentation (Autotask highly preferred)
• Maintain high client satisfaction through timely escalation and resolution
• Monitor team KPIs and SLAs, identifying trends and training opportunities
• Address billing disputes, review time entries, and coordinate with clients and accounting
• Manage contract creation, updates, and renewals in Autotask
• Collaborate with other departments on project planning and service transitions
• Drive continual improvement in processes, tools, and team performance

Experience:

• At least 1 year of MSP experience
• Strong understanding of RMM, PSA, and ITIL-based service delivery
• Exceptional leadership, communication, and client-facing skills
• Proficiency with tools like ConnectWise, Datto, Microsoft 365, and networking fundamentals
• A bias for action, accountability, and team growth

Benefits:

• Health, Dental, Vision, and Life Insurance
• 401(k) with 4% match
• PTO, Paid Sick Days, Paid Holidays
• Semi-Annual Reviews
• Certification Reimbursement

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting

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