MSP IT Help Desk Manager — Services & Leadership

JDI Contracts Inc.; Grand Rapids (MN); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

Dental insurance

401(k)

Disability insurance

PTO

Bonus

Full benefits package

Job summary

JDI Contracts Inc. is seeking a Help Desk Services Manager to lead the Help Desk operations and coordinate field service scheduling for the JDInet service area, including Grand Rapids and the Minneapolis area.

The role focuses on client relationships, clear communication, proactive monitoring, and collaboration with the technical team to ensure reliable service delivery across Windows endpoints and Microsoft 365.

Qualifications

• 4–7+ years of experience in IT support or MSP environments.
• Help Desk supervision and/or related systems management.
• Strong troubleshooting skills across Windows-based systems and user environments.
• Experience supporting Microsoft 365 (user admin, email, permissions, basic tenant tasks).
• Ability to independently manage workload and prioritize tasks effectively.
• Proven ability to resolve technical issues without step-by-step guidance.
• Strong communication and customer service skills.

Responsibilities

• Provide Help Desk management and operational support to users across the JDInet service area including local users in the Grand Rapids and remote users in the Minneapolis area.
• Ownership and operational responsibility of the Help Desk environment and related client environments.
• Provide coordination and scheduling services for all field staff in the organization.
• Maintain clear, professional communication with employees and clients throughout issue resolution.
• Escalate complex or high-risk issues appropriately to appropriate technical resources.
• Diagnose and resolve Level 1/2 support issues across user environments with minimal oversight.
• Manage and prioritize assigned service tickets independently.

Skills

IT support

MSP environments

Troubleshooting

Customer service

Workload management

Communication

Tools

Autotask

RMM tools

EndPoint management

QuickBooks

Job description

JDI Contracts Inc. is seeking a Help Desk Services Manager to lead the Help Desk operations and coordinate field service scheduling for the JDInet service area, including Grand Rapids and the Minneapolis area.

The role focuses on client relationships, clear communication, proactive monitoring, and collaboration with the technical team to ensure reliable service delivery across Windows endpoints and Microsoft 365.