Help Desk Manager - MSP Leader (Hybrid, CT)

RightClick; Connecticut; Hybride; USD 90 000 - 120 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Team leadership

Hands-on tech

MSP experience

Ticketing platforms

ITIL awareness

Client facing

Formation

ITIL certification

Outils

PSA ticketing

IT documentation platforms

Description du poste

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.