IT Help Desk Manager

Inceed; Brentwood (TN); On-site; USD 43,000 - 50,000; Full time

Benefits offered by this job

Healthcare plans (medical, dental, &/0

Disability insurance

401k

Paid time off

Holiday pay

Direct deposit

Job summary

Inceed has partnered with a great company to hire an IT Help Desk Manager to join their team in the Nashville area. You will lead a service desk, coach Tier 1 and Tier 2 technicians, and drive improvements in SLAs, CSAT, and reporting within a fast-paced MSP setting.

You will collaborate with engineering, leadership, and account teams to ensure seamless operation of critical IT services and projects while advancing processes and customer satisfaction.

Qualifications

• 3–5+ years in IT service desk or help desk.
• At least 2 years in a lead/supervisory role.
• MSP or multi-client environment experience.
• Hands-on with a PSA or ticketing platform.
• Strong understanding of SLAs, KPIs, and CSAT.
• Project management experience from planning through completion.
• Technical knowledge of Windows, Microsoft 365, and Active Directory.
• Knowledge of networking basics, endpoints, and RMM tools.
• Strong communication, leadership, and conflict resolution skills.

Responsibilities

• Lead and coach Tier 1 and Tier 2 service desk technicians
• Manage scheduling, workload distribution, and ticket coverage
• Oversee ticket triage, prioritization, escalation, and resolution
• Track SLA performance, CSAT scores, and team KPIs
• Serve as escalation point for complex client issues
• Build reports for leadership and clients
• Manage internal and client-facing IT projects
• Improve documentation, workflows, and service desk processes
• Collaborate with engineering, leadership, and account teams

Skills

IT service desk

Leadership

SLA management

CSAT/KPIs

Project management

Windows

Microsoft 365

Active Directory

Networking basics

RMM tools

Communication

Conflict resolution

Tools

PSA or ticketing platform

Power BI

Cloud platforms (Azure/AWS)

Job description

Compensation:

$ 31 - 36 /hour, depending on experience

Inceed has partnered with a great company to help find a skilled IT Help Desk Manager to join their team!

Step into a leadership role where you’ll guide a talented service desk team, elevate client support, and keep critical IT operations moving forward. This is a strong opportunity for a hands‑on leader who enjoys solving problems, improving processes, and driving service excellence in a fast‑paced MSP environment.

Key Responsibilities & Duties:

• Lead and coach Tier 1 and Tier 2 service desk technicians
• Manage scheduling, workload distribution, and ticket coverage
• Oversee ticket triage, prioritization, escalation, and resolution
• Track SLA performance, CSAT scores, and team KPIs
• Serve as escalation point for complex client issues
• Build reports for leadership and clients
• Manage internal and client-facing IT projects
• Improve documentation, workflows, and service desk processes
• Collaborate with engineering, leadership, and account teams

Required Qualifications & Experience:

• 3 to 5+ years of IT service desk or help desk experience
• At least 2 years in a lead, supervisor, or management role
• MSP or multi-client support environment experience
• Hands‑on experience with a PSA or ticketing platform
• Strong understanding of SLAs, KPIs, and CSAT
• Project management experience from planning through completion
• Technical knowledge of Windows, Microsoft 365, and Active Directory
• Knowledge of networking basics, endpoints, and RMM tools
• Strong communication, leadership, and conflict resolution skills

Nice to Have Skills & Experience:

• Experience with Microsoft Azure, AWS, or Google Workspace
• Background in cloud migrations or identity and access management
• Certifications such as ITIL, PMP, CAPM, or CompTIA
• Microsoft certifications such as MS-102, AZ-104, or AZ-900
• Experience with Power BI or similar reporting tools
• Familiarity with CIS, NIST, or HIPAA frameworks
• 3 different medical health insurance plans, dental, and vision insurance
• Voluntary, Short-term and Long-term disability insurance
• Paid time off, 401k, and holiday pay
• Weekly direct deposit or pay card deposit

Other Information:

• Leadership role within a service delivery and technical operations team
• Focused on improving customer satisfaction and service performance
• Supports projects, reporting, and process improvement initiatives
• Full-time, on‑site opportunity in the Nashville area

Our client unable to provide sponsorship at this time.

We are Inceed, a staffing direct placement firm who believes in the possibility of something better. Our mission is simple: We’re here to help every person, whether client, candidate, or employee, find and secure what’s better for them.

Inceed is an equal opportunity employer. Inceed prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.