IT Helpdesk & Service Manager

Coordinate day-to-day helpdesk operations in a fast-paced MSP environment, ensuring client requests are logged, prioritized, assigned, communicated, and resolved efficiently.

Responsibilities

• Monitor incoming support requests through the ticketing system, phone, email, and other communication channels.
• Triage and prioritize tickets based on urgency, business impact, client SLAs, and technical complexity.
• Assign tickets to the appropriate technician or escalation team.
• Ensure technicians log time correctly into the timekeeping system.
• Track ticket queues to confirm requests progress within established SLAs.
• Follow up on aging, overdue, or stalled tickets.
• Identify recurring issues and escalate trends to management or technical leadership.
• Coordinate onsite service calls, remote support, and vendor escalations when required.
• Verify tickets include accurate documentation, troubleshooting steps, communications, and resolution details.
• Act as a professional, responsive point of contact for clients submitting support requests.
• Provide timely updates on ticket status and expected resolution timelines.
• Translate technical information into clear, non-technical communication when appropriate.
• Manage client expectations and escalate concerns when service issues arise.
• Maintain strong working relationships with client contacts and internal support staff.
• Provide first-level technical support for common issues involving hardware, software, networking, Microsoft 365, workstations, printers, accounts, and connectivity.
• Troubleshoot remotely and determine when escalation is needed.
• Assist technicians with gathering required information to diagnose and resolve issues.
• Maintain accurate ticket records and ensure proper categorization and documentation.
• Track SLA performance and helpdesk metrics.
• Assist with scheduling technicians and coordinating maintenance activities.
• Support client documentation, asset records, and knowledge-base article maintenance.
• Assist with onboarding and offboarding processes.
• Coordinate with vendors and third-party service providers as needed.
• Participate in process improvement initiatives aimed at improving efficiency, client satisfaction, and service quality.
• Order parts and supplies needed for repairs and track inventory.
• Track, renew, and maintain customer computer and software licensing.
• Create, collect, and check POs/work orders, invoices, and notes in service software for accuracy.
• Create, manage, and maintain the on-call schedule for the team of technicians.

Requirements

• 2+ years of experience in an IT helpdesk, service desk, technical support, or MSP environment.
• Strong understanding of Windows workstations and common business applications.
• Experience with Microsoft 365 administration and troubleshooting.
• Familiarity with Active Directory / Entra ID, user accounts, permissions, and endpoint troubleshooting.
• Understanding of basic networking concepts: TCP/IP, DNS, DHCP, Wi-Fi, and VPNs.
• Experience working with a professional ticketing or PSA system.
• Strong organizational and time-management skills.
• Excellent written and verbal communication skills.
• Ability to prioritize multiple tasks and work effectively under pressure.
• Strong customer-service mindset and professional demeanor.

Technologies

• Microsoft 365
• Active Directory
• Entra ID
• TCP/IP
• DNS
• DHCP
• Wi-Fi
• VPNs
• ConnectWise
• Autotask
• HaloPSA
• Kaseya
• ServiceNow
• RMM tools
• Timekeeping system

Preferred Qualifications

• Previous MSP experience.
• Experience with ConnectWise, Autotask, HaloPSA, Kaseya, ServiceNow, or similar PSA/ticketing platforms.
• Experience with remote monitoring and management (RMM) tools.
• CompTIA A+, Network+, or Microsoft certifications.
• Familiarity with cybersecurity best practices and endpoint security.
• Experience coordinating technicians or managing a service desk queue.
• Understanding of ITIL or other service-management practices.

Key Performance Indicators

• SLA compliance and ticket response times.
• Ticket backlog and aging.
• Client satisfaction.
• First-response and resolution times.
• Ticket documentation quality.
• Technician utilization and queue efficiency.
• Accuracy of ticket assignment and prioritization.
• Effective communication with clients and internal teams.

Core Competencies

• Customer Service: Builds trust and maintains professional client relationships.
• Organization: Manages multiple priorities and deadlines.
• Communication: Communicates clearly with technical and non-technical audiences.
• Problem Solving: Identifies issues, determines next steps, and escalates when necessary.
• Accountability: Owns requests and follows through to completion.
• Teamwork: Coordinates with technicians, engineers, management, and vendors.
• Attention to Detail: Maintains accurate documentation and follows established processes.

Benefits

• Earned PTO up to 2 weeks per year

Work Environment

• Fast-paced MSP environment supporting multiple clients with varying technical requirements and priorities.
• May require extended time at a computer, frequent communication with clients and technical staff, and occasional onsite support or after-hours coordination depending on business requirements.
• Work hours: 8am-5pm M-F.
• No health insurance, 401k, or vision benefits.
• PTO: earned PTO up to 2 weeks per year.

Job Details

• Location: Tyler, TX 75702 (onsite)
• Job type: Full-Time
• Department: Managed Services / IT Support
• Reports to: CEO
• Education: High school or equivalent (Required)
• Ability to commute: Tyler, TX 75702 (Required)

Compensation

• USD 24 - 26 per hourly