The RoleAs our Help Desk Manager, you'll own the front line of the InverseTech client experience. You'll lead a multi-tier support team across several client accounts, making sure tickets get resolved fast, service levels are met, and every interaction leaves the client confident they chose the right partner. This is a hands-on leadership role for someone who loves both the operational detail and the people side of running a great support desk.
What You'll Do- Lead day-to-day help desk operations across all client accounts, keeping tickets triaged, prioritized, and resolved within SLA.
- Coach, mentor, and grow a multi-tier team of team leads and technicians - and build a culture people want to be part of.
- Own the metrics that matter: SLA attainment, first-contact resolution, response times, backlog, and customer satisfaction.
- Act as the senior escalation point for major incidents and sensitive client situations.
- Run service reviews and QBRs, turning support data into clear stories and improvement plans for clients and leadership.
- Mature our processes, tooling, and knowledge base - driving automation and ITIL-aligned workflows that scale.
- Partner with account management and engineering to onboard new clients and expand existing ones.
What You Bring- 5+ years in IT support, including 3+ years leading a help desk or service desk team.
- Experience in an MSP or multi-client support environment.
- A strong track record of hitting SLAs and improving support KPIs at scale.
- Hands-on knowledge of ITSM/ticketing platforms (ConnectWise, Autotask, ServiceNow, Freshservice, Zendesk, or similar).
- A solid grasp of ITIL practices - incident, request, problem, and change management.
- Excellent communication skills and the confidence to manage both technical teams and client relationships.
Nice to Have- ITIL Foundation (or higher) certification.
- Technical certifications such as CompTIA A+/Network+, Microsoft, or cloud credentials.
- Experience building service dashboards and reporting.
- Familiarity with RMM tools and MSP operational workflows.
Why You'll Love It Here- Real ownership - this is your desk to lead and shape.
- A team that takes pride in the work and supports each other.
- Investment in your growth, including certifications and professional development.
