Msp Helpdesk Software Jobs (NOW HIRING)

Description

Leadership & Team Management

• Lead, coach, and develop technical and service staff across multiple locations, including hiring, performance management, and career development. 
• Drive accountability for daily service delivery performance, utilization, and customer satisfaction. 
• Mentor technical staff and assist with escalations and skill development.
• Partner with HR on employee relations, performance issues, and workforce planning.

Service Delivery & Operations

• Oversee delivery of managed services including helpdesk, cloud, infrastructure, networking, and cybersecurity. 
• Ensure compliance with SLAs, response times, and quality standards across all service locations. 
• Manage ticket flow, escalation procedures, and resource scheduling to optimize efficiency. 
• Implement best practices for incident, problem, and change management. 
• Oversee customer onboarding/offboarding and ensure accurate documentation.

Internal IT Services Oversight

• Oversee delivery of IT support services for internal employees across all company locations.
• Manage internal helpdesk operations, including ticket prioritization, escalation, and resolution.
• Ensure proper provisioning, onboarding, and offboarding of employee hardware, software, and system access.
• Maintain and support internal systems including Microsoft 365, endpoints, network infrastructure, and security tools. 
• Establish and enforce IT policies, standards, and cybersecurity best practices.
• Partner with leadership to identify and implement technology improvements that enhance productivity.
• Manage asset lifecycle, licensing, and inventory of internal IT equipment.
• Ensure internal documentation is accurate, secure, and maintained.
• Align internal service standards with external MSP delivery best practices.

Customer Experience & Account Management

• Serve as the primary escalation point for customer and high-impact technical issues. 
• Build and maintain strong relationships with both external clients and internal stakeholders. 
• Conduct regular client reviews to evaluate service performance and identify improvements.
• Align IT services with client and business needs, including infrastructure, cloud, and security strategy. 

Sales Partnership & Growth

• Partner with MSP Sales Representative(s) to support pipeline development, solution design, and deal closing. 
• Identify upsell and cross-sell opportunities within existing accounts
• Participate in client meetings, proposals, and technical presentations
• Ensure smooth transition from sales to service delivery during onboarding

Financial & Performance Management

• Monitor and report on KPIs including SLA adherence, ticket metrics, utilization, and customer satisfaction. 
• Track internal IT performance metrics including employee satisfaction and system uptime.
• Contribute to budgeting, forecasting, and cost control initiatives
• Optimize resource allocation to balance profitability and service quality.
• Support quoting, project scoping, and pricing strategies

Strategy & Continuous Improvement

• Develop and execute regional strategies for service growth and operational improvement. 
• Stay current on emerging technologies, cybersecurity trends, and MSP best practices. 
• Standardize tools, processes, and reporting across all locations.
• Drive continuous improvement initiatives to enhance efficiency and customer experience

Requirements

KNOWLEDGE, SKILLS, AND ABILITIES

• Strong leadership, coaching, and team development skills
• Excellent communication skills with ability to translate technical concepts clearly 
• Exceptional customer service and relationship management abilities 
• Ability to prioritize and adapt in a fast-paced environment 
• Solid understanding of networking, cloud services, and cybersecurity 
• Familiarity with CRM, ticketing systems, and reporting tools
• Strategic planning capabilities with the ability to translate business strategy into operational execution
• Strong financial acumen with experience managing P&L
• Deep understanding of MSP operations, service delivery models, and IT infrastructure
• Strong analytical and decision-making abilities
• Expertise in customer experience, service quality, and organizational scaling
• Knowledge of IT governance, cybersecurity, and compliance frameworks

QUALIFICATIONS

• Bachelor's degree in IT, Business, or related field (or equivalent experience)
• 8-10+ years of experience in an MSP or IT services environment
• 5+ years of leadership or management experience preferred 
• Proven track record of scaling service operations and driving revenue growth
• Experience with both external managed services and internal IT functions strongly preferred 
• Relevant certifications (CompTIA, Microsoft, Cisco, ITIL) preferred
• Must reside near or be able to travel regularly between Terre Haute, IN; Avon, IN; Taylorville, IL and Hillsboro, IL locations

WORKING ENVIRONMENT

• Hybrid office and field-based role across multiple locations
• Regular travel between offices and customer sites
• Occasional after-hours support or escalation responsibilities
• Participation in meetings, training, and industry events