Connectwise Rmm Support Jobs

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Today

Help Desk Manager

LogixCare, LLC Doral, FL

Doral, FL

Today

$85k - $95k/yr Full time Manager Marketing Application Support

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Job Description

LogixCare, LLC is seeking a hands-on Help Desk Manager to lead daily service operations for an MSP team. This role manages a service group of four technicians and one dispatcher, oversees ticket execution against service commitments, and provides coaching, escalation support, and performance oversight.

Key Responsibilities

Lead, coach, and develop a team of four technicians and one dispatcher.
Own daily help desk operations, including ticket prioritization, workload distribution, and escalation management.
Ensure tickets are assigned, updated, and resolved within established service commitments.
Handle advanced technical escalations and support tickets when needed.
Serve as the management escalation point for client concerns and service issues.
Own service team hiring, onboarding, performance reviews, and employee development.
Monitor service performance metrics, including response and resolution times, ticket aging, customer satisfaction, technician utilization, and service profitability.
Improve workflows and reporting in ConnectWise PSA and ConnectWise RMM.
Maintain standards for documentation, time entry, troubleshooting, and client communication.
Promote proactive maintenance, automation, and resolution of recurring issues.
Keep leadership informed about service performance, staffing needs, and improvement opportunities.

Requirements

At least 2 years of management experience at a managed service provider.
Experience leading technicians and supporting multiple client environments.
Strong working knowledge of ConnectWise PSA and ConnectWise RMM.
Hands-on experience with Microsoft 365, Azure, Intune, Windows, networking, and endpoint security.
A structured approach to managing ticket queues, SLAs, escalations, and competing priorities.
Experience coaching employees, conducting performance reviews, and holding teams accountable.
Understanding of how technician utilization, service efficiency, and recurring issues impact MSP profitability.
Strong English communication skills; Spanish proficiency is preferred.
Ability to work fully onsite in Miami.

Technologies

ConnectWise PSA
ConnectWise RMM
Microsoft 365
Azure
Intune
Windows
Networking
Endpoint security

Schedule

Regular hours: Monday–Friday, 8:30 a.m. to 5:30 p.m.
Any after-hours work will be scheduled and planned in advance.

Compensation and Benefits

$85,000 to $95,000 annual base salary, depending on experience
Target annual performance bonus of 10%, based on defined service, customer satisfaction, team, and profitability goals
401(k)
Paid time off
Training and professional development

Job Details

Job type: Full-time
Location: Doral, FL (onsite)

Application Question

How many years of MSP Experience do you have?

Experience Note

Intune: 1 year (Preferred)

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