Help Desk Manager

A growing managed service provider, Rightclick, is hiring a Help Desk Manager to lead day-to-day support operations and maintain strong client service outcomes. This is a hands-on hybrid position based in Fairfield County, CT, supporting teams and clients while keeping ticket handling aligned with service expectations.

The role centers on leading a support organization, improving service delivery through measurable ticket management, and helping the team move from repeat incidents to lasting fixes. You will also partner with leadership on process improvements and departmental goals.

Key Responsibilities

• Lead and develop a team of support engineers and team leads, including scheduling and shift coverage
• Monitor high-priority tickets to ensure timely resolution and adherence to client SLAs
• Review ticket queues and team metrics to drive efficiency and accountability
• Identify recurring issues and lead troubleshooting efforts toward permanent solutions
• Coordinate ongoing team training, maintain documentation standards, and run performance reviews
• Partner with leadership on process improvements and departmental goals

What You Bring

• At least 5 years of professional experience in a Help Desk Manager or similar role
• Managed Service Provider (MSP) experience is required
• Proven experience managing a sizable team of technicians
• Strong technical background with the ability to remain hands-on when needed
• Experience with PSA ticketing and IT documentation platforms; ITIL certification preferred
• Availability for off-hours support of critical client issues

Technologies

• PSA ticketing
• IT documentation platforms
• ITIL

Work Location and Compensation

• Location: Hybrid remote in Fairfield County, CT
• Salary: USD 125,000 per year