HITECH MANAGEMENT RESOURCES INC IT HelpDesk Manager Remote · Full time

Are you an IT leader who has not just managed, but truly elevated a Help Desk team within the MSP industry? Have you got a track record of rapid team expansion and exceptional service delivery? We are looking for an IT Help Desk Manager with your unique blend of leadership, technical prowess, and a growth-oriented mindset to join our thriving company in


We are a dynamic Managed Service Provider (MSP) representing multiple established IT

brands in the US market, recognized for our innovative IT solutions and the incredible pace at

which we grow. We provide unparalleled IT services to a diverse range of clients. Our focus on

cutting-edge technology and superior client satisfaction has fueled our growth, and we need an

IT Help Desk Manager who is ready to propel our Help Desk team to new heights.

Your Mission:

As the IT Help Desk Manager, your primary mission will be to oversee the Help Desk team

operations, ensuring we deliver stellar support services. You'll be responsible for nurturing a

high-performance team culture, fostering professional development, and scaling the team to

support our rapidly expanding client base.

Key Responsibilities:

Lead and expand a talented IT Help Desk team, setting clear objectives, measuring

performance, and providing regular feedback.

Design and implement robust processes to ensure high-quality technical support and customer


Drive the growth of the Help Desk team, including hiring, training, and professional

development, to keep pace with our rapid expansion.

Liaise with senior management to align the Help Desk operations with overall business


Analyze performance metrics and utilize data to inform strategic decisions and improve service


Stay abreast of industry best practices and incorporate them into the teams workflow to ensure

continuous improvement and innovation.

Manage complex IT projects and initiatives, ensuring they are delivered on time and within


Technical Skills Required:

OS Windows administration experience

Deep networking understanding

Monitoring and troubleshooting tools and methods knowledge.

Database Server administration

SQL\Power shell\Python (or other scripting or programming language) will be a plus

Ideal Candidate:

You have substantial management experience in an MSP environment.

Proven success in scaling IT Help Desk teams rapidly and efficiently.

A deep understanding of the MSP industry's unique challenges and opportunities.

Strong leadership skills with the ability to motivate and guide a growing team.

Excellent project management skills, with a flair for strategic planning and execution.

You are adept at using Help Desk software and tools, with an appreciation for the role of data in

managing team performance and customer satisfaction.

Deep understanding of ITIL\ITSM principles proven experience of ITIL processes


Experience in Service Level Management (SLA\OLA)

Why You'll Love Working Here:

For the right candidate we will provide an option to get some stake in one of our Brands.

Attractive Compensation Package: Competitive salary with performance incentives.

Professional Growth: Opportunities for advancement in a rapidly growing company.

Learning Culture: Commitment to your personal and professional development.

Innovation-Driven Workplace: Engage with the latest technologies and methodologies in the

MSP space.

Work-Life Harmony: We support a healthy work-life balance with flexible working options.

Take the next step in your career with a company that is as ambitious and growth-driven as you


IT Help Desk Manager: 3 years (Required)

Salary $65,000-$80,000

Remote Position


$65,000 - $80,000 per year