Overview:

We are seeking a hands-on Support Desk Manager to lead a Windows support team within an 18-person IT organization. This leadership role will split time between day-to-day technical support and leadership responsibilities, ensuring the timely resolution of service tickets, mentoring team members, and maintaining SLA compliance. The ideal candidate has strong MSP experience, thrives in fast-paced environments, and is confident handling everything from printers to Windows Server escalations.

Key Responsibilities:

• Manage a team of L1–L3 technicians handling Windows endpoints, user profiles, printers, VDI sessions, and desktop/server issues.
• Monitor daily ticket flow and escalate critical client issues when necessary.
• Serve as a player/coach, assisting with technical issues while developing junior team members.
• Enforce SLAs and improve visibility into unresolved or aging tickets.
• Act as an escalation point for client-facing Windows support issues.
• Help standardize internal processes and improve ticket lifecycle management.

Required Skills & Experience:

• 5–7 years of experience in a Managed Services Provider (MSP) environment.
• Experience leading or mentoring IT support teams.
• Proficient in Microsoft Windows environments, Office 365, user management, and basic networking/firewall issues.
• Ability to multitask across client environments and support tiers.
• Strong written and verbal communication skills, particularly when working with clients or executive leadership.

Bonus Experience (Preferred):

• Experience managing 10–15 user environments independently.
• Familiarity with ticketing systems like ConnectWise, Autotask, or ServiceNow.