Help Desk Manager (MSP)

Help Desk Manager (MSP)Location: Huntington Beach, CAWork Model: OnsiteMSP Experience: RequiredTechnical Level: Tier 2Role Split: 85% Leadership / 15% Hands OnLead an MSP Help Desk TeamWe are a growing Managed Services Provider hiring a Help Desk Manager to lead the day to day performance, development, and quality of our technical support team.This is primarily a leadership role, with approximately 85% of your time focused on people management, ticket flow, SLA performance, quality control, scheduling, documentation, and client service.The remaining 15% is hands on. You should have a solid Tier 2 technical background and be comfortable stepping in on escalations, troubleshooting complex issues, and supporting the team when needed.What You Will Own

• Lead, mentor, and develop the Help Desk team
• Monitor ticket and call queues in real time and ensure work is prioritized appropriately
• Drive achievement of daily, weekly, and monthly service goals
• Ensure SLAs are consistently met, including a first response target of under 15 minutes
• Review ticket quality, coach technicians, and improve help desk procedures
• Manage technician schedules, PTO, appointments, on call coverage, and technical priorities
• Handle escalated client concerns and help resolve service delivery issues
• Maintain and improve documentation, checklists, templates, and internal processes
• Oversee workstation deployments and ensure established processes are followed
• Step into Tier 2 technical escalations when additional support is needed
• Participate in the on call rotationTechnical Expectations
• Microsoft support including Microsoft 365, Windows, Active Directory, user access, permissions, and basic server administration
• Networking support across connectivity, DNS, TCP/IP, switching, routing, wireless, firewalls, and VoIP
• Endpoint and application troubleshooting including workstations, printers, business applications, and common user issues
• Tier 2 escalation support with the ability to diagnose issues, guide technicians, and determine when additional engineering support is needed
• Familiarity with MSP tools including PSA, RMM, ticketing, and documentation platformsWhat We Are Looking For
• MSP experience is required
• 3 to 5+ years of help desk or technical support experience
• Previous team lead, supervisory, mentoring, or coaching experience
• Strong Tier 2 technical support background
• Experience managing ticket queues, SLAs, escalations, and technician performance
• Strong communication, organization, leadership, and customer service skills
• Ability to manage competing priorities in a fast paced MSP environment
• Valid driver's license and reliable transportationBenefits
• 10 paid holidays
• Paid time off and paid sick time
• 401(k) with company match
• Health, Dental, and Vision Insurance
• Volunteer time off
• Cell phone reimbursement
• Professional development assistance
• Employee referral program
• Casual work environment
• Opportunity to directly influence and improve a growing MSP help desk