MSP IT Help Desk Manager | SLA-Driven Ops & Team Lead

Talantir; Portland (OR); Hybrid; USD 90,000 - 120,000; Full time

Job summary

LHH is seeking an IT/Help Desk Manager to oversee the performance of the managed services help desk across multiple client environments, ensuring SLA compliance and a consistent customer experience.

You will lead day-to-day operations, coordinate incident resolution, mentor Tier 1–3 staff, and drive continuous improvement while collaborating with clients, vendors, and internal teams to align service delivery with contractual commitments.

Qualifications

• 5+ years of experience in IT support or service desk.
• 2+ years in a supervisory or management role.
• Experience with MSP environments preferred.
• Solid understanding of SLA-driven support and ITSM.
• Strong communication and leadership skills.
• Experience with ServiceNow, ConnectWise, Jira Service Management.
• Proven ability to manage multiple client environments.

Responsibilities

• Own day-to-day help desk operations across multiple managed services clients
• Ensure consistent delivery of services in accordance with SLAs and KPIs
• Monitor ticket queues, workload distribution, and service trends
• Act as primary escalation point for high-severity incidents
• Coordinate incident resolution across internal teams, vendors, and third parties
• Lead, mentor, and manage Tier 1–3 help desk technicians
• Assign work, manage schedules, and ensure coverage for business hours and on-call
• Conduct performance reviews and training planning
• Support onboarding and ongoing enablement of technical staff
• Foster customer-focused, accountable team culture
• Serve as operational liaison for MSP clients
• Participate in service reviews and escalation calls

Skills

ITSM platforms

Leadership

MSP experience

Microsoft 365

Active Directory/Entra ID

NOC operations

Networking fundamentals

ITIL Foundation

CompTIA certifications

Customer service

Tools

ServiceNow

ConnectWise

Jira Service Management

Job description

LHH is seeking an IT/Help Desk Manager to oversee the performance of the managed services help desk across multiple client environments, ensuring SLA compliance and a consistent customer experience.

You will lead day-to-day operations, coordinate incident resolution, mentor Tier 1–3 staff, and drive continuous improvement while collaborating with clients, vendors, and internal teams to align service delivery with contractual commitments.