MSP Helpdesk Manager

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. What We Offer Competitive salary commensurate with experience. Health, dental, and vision insurance. Paid time off and holidays. 401(k) with company match. Opportunities for professional development and certification reimbursement.