MSP Helpdesk Manager

AMSYS Innovative Solutions; Houston (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

AMSYS Innovative Solutions in Houston, TX seeks an experienced MSP Helpdesk Manager to lead the technical support team. You will oversee a multi-tier helpdesk (L1–L3), ensure SLA adherence, and drive continuous service improvements for managed services clients.

The ideal candidate brings deep technical expertise, strong leadership, and a proven track record of escalating and resolving complex Level 3 issues, including network, server, and infrastructure challenges.

Qualifications

• 8+ years in progressive IT support with at least 3+ years in a supervisory or management role within an MSP or similar environment.

Responsibilities

• Manage day-to-day operations of the MSP helpdesk across Level 1–Level 3 staff.
• Oversee ticket queue management and ensure SLA compliance with clients.
• Serve as final escalation point for complex Level 3 issues including network/server/infrastructure troubleshooting.
• Monitor helpdesk KPIs (first response, resolution time, backlog, CSAT) and drive improvements.
• Recruit, train, mentor, and evaluate helpdesk technicians and team leads.
• Develop and enforce SOPs, knowledge base articles, and escalation workflows.
• Collaborate with account managers and clients on recurring issues, incidents, and root cause analysis.
• Coordinate with vendors for hardware, software, and infrastructure support.
• Conduct regular team meetings, performance reviews, and one-on-ones with direct reports.
• Document all support activities in the PSA/ticketing system (e.g., ConnectWise or similar).
• Participate in on-call rotation planning and after-hours escalation procedures as needed.
• Support budgeting, staffing plans, and reporting for the helpdesk department.

Skills

MSP helpdesk management

Advanced network troubleshooting

Active Directory

VMware/Hyper-V virtualization

Azure/AWS/M365 cloud platforms

ITIL & SLA management

PSA/ticketing systems

RMM tools

Leadership & coaching

Client communication

Education

Bachelor's degree in Information Technology or Computer Science

ITIL Foundation Certification

Tools

VMware

Hyper-V

Azure

AWS

M365

ConnectWise

Job description

We are seeking an experienced MSP Helpdesk Manager to lead our Houston-based technical support team. This role is responsible for overseeing daily helpdesk operations, managing a multi-tiered support staff (Level 1 through Level 3), ensuring SLA compliance, and driving continuous improvement in service delivery for our managed services clients. The ideal candidate brings deep technical expertise, strong leadership skills, and a proven track record of managing escalations, including complex Level 3 technical issues.

Position Overview

We are seeking an experienced MSP Helpdesk Manager to lead our Houston-based technical support team. This role is responsible for overseeing daily helpdesk operations, managing a multi-tiered support staff (Level 1 through Level 3), ensuring SLA compliance, and driving continuous improvement in service delivery for our managed services clients. The ideal candidate brings deep technical expertise, strong leadership skills, and a proven track record of managing escalations, including complex Level 3 technical issues.

Key Responsibilities

• Manage and lead the day-to-day operations of the MSP helpdesk team, including Level 1, Level 2, and Level 3 support staff.
• Oversee ticket queue management, ensuring timely response and resolution in accordance with client SLAs.
• Serve as the final escalation point for complex Level 3 technical issues, including advanced network, server, and infrastructure troubleshooting.
• Monitor helpdesk KPIs (first response time, resolution time, ticket backlog, customer satisfaction) and drive improvement initiatives.
• Recruit, train, mentor, and evaluate helpdesk technicians and team leads.
• Develop and enforce standard operating procedures, knowledge base articles, and escalation workflows.
• Collaborate with account managers and clients on recurring issues, major incidents, and root cause analysis.
• Coordinate with vendors and third-party providers for hardware, software, and infrastructure support.
• Conduct regular team meetings, performance reviews, and one-on-ones with direct reports.
• Ensure proper documentation of all support activities within the PSA/ticketing system (e.g., ConnectWise or similar).
• Participate in on-call rotation planning and after-hours escalation procedures as needed.
• Support budgeting, staffing plans, and reporting for the helpdesk department.

Required Qualifications

• 8+ years of progressive IT support experience, with at least 3+ years in a supervisory or management role within an MSP or similar environment.
• Strong working knowledge of Level 3 technical issues, including advanced troubleshooting of networks (LAN/WAN, VPN, firewalls), servers (Windows/Linux), Active Directory, virtualization (VMware/Hyper-V), and cloud platforms (Azure/AWS/M365).
• Proven experience managing helpdesk teams supporting multiple clients in a managed services model.
• Solid understanding of ITIL best practices, SLA management, and ticketing/PSA systems.
• Excellent leadership, coaching, and conflict-resolution skills.
• Strong communication skills with the ability to interface directly with clients and executives.
• ITIL Foundation Certification.
• Experience with remote monitoring and management (RMM) tools.
• Ability to work on-site in Houston, TX, Monday through Friday, 8:00 AM to 5:00 PM.

Preferred Qualifications

• Relevant certifications such as CompTIA A+/Network+/Security+, Microsoft (MS-102, AZ-104), Cisco (CCNA), or ITIL Foundation.
• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
• Experience with security tools, backup/disaster recovery solutions, and compliance frameworks.
• Prior experience in a client-facing MSP account management capacity.