MSP Helpdesk Manager: SLA-Driven Support Lead

AMSYS Innovative Solutions

Houston (TX)

On-site

USD 90,000 - 130,000

Full time

6 days ago

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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.