IT Helpdesk Manager (MSP/ConnectWise) Essential Duties and Responsibilities:

• Lead and oversee the Service Desk operations, fostering employee growth, promoting company values, and ensuring the team is adequately staffed and equipped to deliver exceptional customer service.
• Utilize key performance metrics and client feedback surveys to evaluate success and pinpoint areas for enhancement.
• Collaborate with internal teams as necessary to maintain high standards of service quality and client satisfaction.
• Ensure compliance with relevant regulatory standards and guidelines.
• Maintain oversight of ticket resolution processes, ensuring swift and accurate resolution while monitoring ticket volume and data accuracy.
• Communicate customer concerns and feedback to the management team, facilitating swift resolution.
• Actively participate in strategic discussions and technical consultations, contributing insights beneficial to both company and client interests.
• Engage with the marketing team to generate innovative ideas and strategies, expanding brand exposure to potential clients.
• Provide support to the sales and account management teams by developing marketing materials aligned with organizational objectives.
• Manage ConnectWise board operations effectively.
• Address escalated tickets and provide hands-on technical support as required to resolve issues promptly.

IT Helpdesk Manager (MSP/ConnectWise) Benefits:

• Health, Dental, and Vision Insurance (100% company paid)
• Hybrid WHF Schedule
• PTO and Paid Holidays
• Paid Training
• Certification Reimbursement
• Quarterly Reviews To Increase Salary