Help Desk Manager (MSP)

Bowman Williams; Huntington Beach (CA); On-site; USD 95,000 - 130,000; Full time

Benefits offered by this job

PTO & sick leave

401(k) with company match

Health, Dental, Vision Insurance

Volunteer time off

Casual work environment

Job summary

Bowman Williams is seeking a Lead MSP Help Desk Manager to guide the day-to-day performance, development, and quality of our technical support team.

The role prioritizes people management (85%), ticket flow, SLA performance, quality control, scheduling, and client service, with 15% hands-on work. You will mentor staff, manage escalations, and contribute to process improvements.

Qualifications

• 3 to 5+ years of help desk or technical support experience.
• Previous team lead, supervisory, mentoring, or coaching experience.
• Strong Tier 2 technical support background.

Responsibilities

• Lead, mentor, and develop the Help Desk team.
• Monitor ticket and call queues in real time and prioritize work.
• Drive daily, weekly, and monthly service goals.
• Ensure SLAs are met, including first response under 15 minutes.
• Review ticket quality and coach technicians.
• Manage technician schedules, PTO, on call coverage, and priorities.
• Handle escalated client concerns and resolve delivery issues.
• Maintain documentation, checklists, and internal processes.
• Oversee workstation deployments and established processes.
• Step into Tier 2 escalations as needed.
• Participate in the on call rotation.

Skills

MSP experience

Leadership

Ticket management

SLAs

Tier 2 support

Tools

PSA tools

RMM

Ticketing systems

Documentation platforms

Job description

Lead an MSP Help Desk Team

We are a growing Managed Services Provider hiring a Help Desk Manager to lead the day to day performance, development, and quality of our technical support team.

This is primarily a leadership role, with approximately 85% of your time focused on people management, ticket flow, SLA performance, quality control, scheduling, documentation, and client service.

The remaining 15% is hands on. You should have a solid Tier 2 technical background and be comfortable stepping in on escalations, troubleshooting complex issues, and supporting the team when needed.

What You Will Own

• Lead, mentor, and develop the Help Desk team
• Monitor ticket and call queues in real time and ensure work is prioritized appropriately
• Drive achievement of daily, weekly, and monthly service goals
• Ensure SLAs are consistently met, including a first response target of under 15 minutes
• Review ticket quality, coach technicians, and improve help desk procedures
• Manage technician schedules, PTO, appointments, on call coverage, and technical priorities
• Handle escalated client concerns and help resolve service delivery issues
• Maintain and improve documentation, checklists, templates, and internal processes
• Oversee workstation deployments and ensure established processes are followed
• Step into Tier 2 technical escalations when additional support is needed
• Participate in the on call rotation

Technical Expectations

• Microsoft support including Microsoft 365, Windows, Active Directory, user access, permissions, and basic server administration
• Networking support across connectivity, DNS, TCP/IP, switching, routing, wireless, firewalls, and VoIP
• Endpoint and application troubleshooting including workstations, printers, business applications, and common user issues
• Tier 2 escalation support with the ability to diagnose issues, guide technicians, and determine when additional engineering support is needed
• Familiarity with MSP tools including PSA, RMM, ticketing, and documentation platforms

What We Are Looking For

• MSP experience is required
• 3 to 5+ years of help desk or technical support experience
• Previous team lead, supervisory, mentoring, or coaching experience
• Strong Tier 2 technical support background
• Experience managing ticket queues, SLAs, escalations, and technician performance
• Strong communication, organization, leadership, and customer service skills
• Ability to manage competing priorities in a fast paced MSP environment
• Valid driver's license and reliable transportation
• Paid time off and paid sick time
• 401(k) with company match
• Health, Dental, and Vision Insurance
• Volunteer time off
• Casual work environment
• Opportunity to directly influence and improve a growing MSP help desk