IT Helpdesk Manager (MSP)

About the role

An MSP Company in Beaverton, OR is hiring a Helpdesk Manager to join the team for a great long term opportunity!

Responsibilities

• Lead and oversee daily Help Desk operations, ensuring timely resolution of technical support requests and escalations.
• Manage, mentor, train, and evaluate IT support staff while fostering a collaborative, high-performing team environment.
• Serve as the primary technical escalation point, guiding troubleshooting efforts and driving root cause resolution.
• Develop, monitor, and report on Help Desk KPIs, service metrics, customer satisfaction, and operational performance.
• Identify trends, recurring issues, and process improvement opportunities to enhance service quality, efficiency, and customer experience.
• Maintain Help Desk procedures, documentation, knowledge base resources, training materials, and best practices.
• Coordinate incident routing, escalation, and resolution across support teams while communicating effectively with stakeholders, customers, and leadership.
• Ensure exceptional customer service through proactive communication, issue follow-up, and continuous service improvement initiatives.

Qualifications

• Must have prior MSP Experience
• Supervisory Experience (must have experience leading teams of at least 10 analysts)
• Strong IT Troubleshooting Skills (will be supervising Tier 1, 2, and 3 teams)
• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent combination of education and experience
• Experience developing and managing service metrics, KPIs, and operational reporting
• Demonstrated ability to lead, motivate, and develop technical teams

Pay

The pay range for this position is $48.00 - $58.00/hr.

Schedule

This is a Contract to Hire position based out of Portland, OR. This is a fully onsite position in Portland, OR.

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Application Deadline

This position is anticipated to close on Sep 16, 2026.