The Help Desk Manager leads R.K. Black's front-line technical support team, delivering exceptional service for every client interaction. This role combines strategic leadership with hands-on technical expertise – you'll oversee daily operations, develop team members, drive operational improvements, and jump in to resolve complex technical issues when needed. If you're a technical leader who thrives in a fast-paced MSP environment and wants to make a real impact on both team and client success, this role is for you.What You'll Do Supervise, mentor, and coach Help Desk technicians; conduct regular 1:1s and performance reviewsBuild a high-performing team through hiring, onboarding, and continuous developmentMaintain training and certification plans; support career growth and skill advancementOperations & Performance ManagementOversee daily Help Desk operations – ticket queue, SLA compliance, process enforcementTrack comprehensive KPIs: CSAT, FCR, SLA attainment, ticket aging, backlog health, reopen rates, and utilizationReport trends to leadership; identify and implement improvements proactivelyManage schedules and workload balancing to ensure coverage and efficiencyTechnical Excellence & KnowledgeMaintain hands-on Help Desk skills – troubleshoot complex issues and mentor team on technical approachesDevelop and maintain technical training roadmap covering industry certifications and product-specific educationOwn the Help Desk knowledge base, SOPs, Hudu documentation, and troubleshooting guides – keep them currentStay current with emerging technologies and share knowledge with the teamIdentify automation, AI, and scripting opportunities to reduce manual work and improve consistencyLead process improvements to increase efficiency and reduce resolution timePartner with Pre-Sales Engineering and Automation Engineers on new solutionsFoster a culture of continuous improvement – empower team to identify inefficienciesBuild strong client relationships; present Help Desk metrics and status regularlyHandle high-priority tickets and escalations personally; serve as client advocatePartner with vendors and internal teams to stay informed on product updates and best practicesLead coordination during critical incidents, service disruptions, and security eventsWhat We're Looking For Must-Have QualificationsBachelor's degree in IT, Computer Science, or related field (or equivalent experience)3-5 years of MSP support experience, including 1-2 years in a management or supervisory roleHands-on Help Desk troubleshooting experience – you must be able to jump in and resolve ticketsProven leadership and team development experienceValid Oklahoma driver's license with clear driving recordTechnical SkillsProficiency in Windows 11 and macOS environmentsStrong knowledge of Microsoft 365/Office 365 administrationUnderstanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN)Experience with RMM tools, ticketing systems (ConnectWise preferred), and ITSM platformsFamiliarity with cybersecurity best practices, backup solutions, and cloud platforms (Azure, AWS)Leadership & CommunicationProven ability to coach, mentor, and develop technical teamsStrong analytical and reporting skills – comfortable with metrics and dashboardsExcellent communication – translate technical info for non-technical audiencesOutstanding organizational skills; ability to prioritize and multitaskCertifications (Preferred)CompTIA A+CompTIA Network+ or Security+ITIL or IT Service Management certificationYou combine hands-on technical expertise with natural leadership abilityYou inspire team members through coaching, example, and clear communicationYou think strategically about process improvements and team developmentYou build strong relationships with clients and team membersYou take ownership of outcomes and hold yourself and team accountableYou stay current with technology and embrace continuous learningYou thrive in a fast-paced MSP environment with diverse technical challengesWhat We Offer Position Details Growth & DevelopmentFull-Time, Exempt PositionManaged Services DivisionOklahoma City LocationCompetitive SalaryComprehensive Benefits Package Hands-on technicalWork alongside leadershipContinuing education supportCertification reimbursementClear path to senior leadership rolesInnovation and continuous improvement cultureReady to Lead? If you're excited about leading a talented Help Desk team while staying hands-on with technology and driving innovation, we want to talk to you!Apply now or contact: careers@rkblack.comR.K. Black, Inc. is an Equal Opportunity Employer.#J-18808-Ljbffr