IT Help Desk Manager — MSP Service Delivery Leader

Inceed; Brentwood (TN); Presencial; USD 43.000 - 50.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Healthcare plans (medical, dental, &/0

Disability insurance

401k

Paid time off

Holiday pay

Direct deposit

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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

Conocimientos

IT service desk

Leadership

SLA management

CSAT/KPIs

Project management

Windows

Microsoft 365

Active Directory

Networking basics

RMM tools

Communication

Conflict resolution

Herramientas

PSA or ticketing platform

Power BI

Cloud platforms (Azure/AWS)

Descripción del empleo

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.