Hiring: MSP Helpdesk Manager Company: AMSYS Innovative Solutions Location: Houston, TX Job Posted Time: 2026-09-16 22:33:34 Employment Type: Remote Target Skills & Keywords : AWS, Azure, Linux, Root Cause Analysis, VPN About the job Experience: •8+ years of progressive IT support experience, with at least 3+ years in a supervisory or management role within an MSP or similar environment. Required Skills: •Manage and lead the day-to-day operations of the MSP helpdesk team, including Level 1, Level 2, and Level 3 support staff. •Oversee ticket queue management, ensuring timely response and resolution in accordance with client SLAs. •Serve as the final escalation point for complex Level 3 technical issues, including advanced network, server, and infrastructure troubleshooting. •Monitor helpdesk KPIs (first response time, resolution time, ticket backlog, customer satisfaction) and drive improvement initiatives. •Recruit, train, mentor, and evaluate helpdesk technicians and team leads. •Develop and enforce standard operating procedures, knowledge base articles, and escalation workflows. •Partner cross-functionally with account managers and clients on recurring issues, major incidents, and root cause analysis. •Coordinate with vendors and third-party providers for hardware, software, and infrastructure support. Qualifications: •Strong working knowledge of Level 3 technical issues, including advanced troubleshooting of networks (LAN/WAN, VPN, firewalls), servers (Windows/Linux), Active Directory, virtualization (VMware/Hyper-V), and cloud platforms (Azure/AWS/M365). •Proven experience managing helpdesk teams supporting multiple clients in a managed services model. •Solid understanding of ITIL best practices, SLA management, and ticketing/PSA systems. •Excellent leadership, coaching, and conflict-resolution skills. •Strong communication skills with the ability to interface directly with clients and executives. •Demonstrated capacity to work on-site in Houston, TX, Monday through Friday, 8:00 AM to 5:00 PM. •Relevant certifications such as CompTIA A+/Network+/Security+, Microsoft (MS-102, AZ-104), Cisco (CCNA), or ITIL Foundation. •Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience). •Prior experience in a client-facing MSP account management capacity. Compensation: •Flexible work environment (work from home / hybrid options) Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!