Help Desk Manager
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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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