IT MSP Helpdesk Manager

IT MSP Helpdesk Manager
Other World Computing, Inc. (OWC) is a prominent innovator in computing solutions, providing businesses, creative professionals, and tech enthusiasts with high-performance storage, memory, and connectivity products. Since 1988, we have been committed to quality, reliability, and sustainability, offering cutting-edge upgrades and accessories that maximize technology investments and enhance productivity. With a focus on customer satisfaction and eco-friendly initiatives, OWC empowers users to push the boundaries of creativity and performance, delivering the tools they need to achieve more.
We are seeking an experienced and proactive Helpdesk Manager to lead our technical support team within a fast-paced Managed Services Provider (MSP) environment. The Helpdesk Manager is responsible for overseeing day-to-day helpdesk operations, managing a team of IT support technicians, ensuring high levels of client satisfaction, and driving process improvements. This role requires a strong understanding of MSP workflows, ticketing systems, KPIs/SLAs, and client relationship management. You’ll be responsible for managing ticket flow, staff performance, process improvements, and ensuring top-tier support delivery. A strong background in Apple device management and Jamf MDM administration is required.

Are you ready to help organizations solve their hardest challenges through the power of OWC?
If so, we’d love to hear from you!

What Will You be Doing?

• Manage day-to-day helpdesk operations across Tier 1–3 support levels, ensuring timely resolution and SLA compliance
• Supervise, coach, and schedule a team of technicians to maintain consistent coverage and quality
• Maintain and optimize ticketing systems (ConnectWise, Kaseya, or equivalent)
• Generate and analyze reports on KPIs, including ticket resolution times, technician utilization, customer satisfaction, and issue trends
• Oversee end-user support for macOS and iOS devices , including hardware troubleshooting, system configuration, and integration with enterprise networks
• Administer and enhance Jamf Pro (or Jamf School/Now) environments, including device enrollment, policy deployment, patch management, and compliance monitoring
• Develop and maintain documentation for Apple-specific deployment, security, and support processes
• Act as a technical escalation point for complex Apple device issues
• Work closely with project teams and clients on new deployments, migrations, and Apple-centric environments
• Lead process optimization initiatives and implement helpdesk best practices
• Ensure proper asset tracking, time entry, and service documentation for all tickets and on-site visits
• Collaborate with leadership on cybersecurity posture, reporting, and system improvements

What You Bring with You?

• 5+ years in IT support/helpdesk roles, with 2+ years in a leadership or team lead role— MSP experience required
• Strong proficiency in macOS, iOS, Apple hardware , and enterprise support tools
• Hands-on experience administering Jamf Pro (or equivalent) MDM in multi-client environments
• Working knowledge of ConnectWise, Kaseya, or similar MSP tools
• Understanding of network principles, endpoint security, and identity management (including Apple Business Manager and DEP)
• Exceptional communication and interpersonal skills for both technical and client-facing interactions
• Demonstrated experience with SLA tracking, performance metrics, and technician coaching
• High attention to detail and a passion for delivering outstanding customer service.

Preferred Certifications:

• Jamf 200 or 300 Certification
• Apple Certified Support Professional (ACSP) or equivalent
• ITIL Foundation
• CompTIA A+/Network+/Security+, or Microsoft certifications

Compensation Structure for the Position
The compensation package for this role includes a base salary starting at 100,000-125,000 USD per year. The amount of compensation will be determined based on your experience, skills, and performance.

Our People Are the Most Important Asset
A career with OWC is out of this world and will provide you with all the opportunities and benefits that can only come from working with a proven industry leader that is committed to innovation and delivering the finest computing solutions.

• Competitive pay, that is based on the work that you do here at OWC and not based on a previous role.
• A generous number of vacation/sick/personal days every year, including birthday time off!
• Comprehensive health, vision, dental and wellness benefits.
  • o 401K
  • o Life Insurance
  • o Disability Insurance
  • o Accident Insurance
  • o Critical Illness Insurance
  • o Tuition and Loan Assistance
• Join a company that is a leader in sustainability and offers the flexibility of onsite, remote or hybrid roles.
• At OWC there are ongoing opportunities to learn, develop new skills and support your personal growth.

Different people approach challenges differently. The most successful teams are the most diverse teams, and we pride ourselves on providing a culture that is committed to diversity, equity, and inclusion.
We look forward to hearing from you, learning more about your successes and sharing more on the ‘Other Worldly’ innovation here at OWC.

Candidate Acknowledgment Statement:
I acknowledge that as a candidate applying for a position at Other World Computing, I agree to participate in an assessment as part of the hiring process. These assessments are designed to evaluate my skills, abilities, and fit for the role I am applying for. I understand that the information gathered through these assessments will be kept confidential and used solely for making hiring decisions. I agree to participate in the assessment program administered by Other World Computing.

Candidate Acknowledgment and Consent Statement: By applying to this role, you expressly consent to interviews being recorded and transcribed by OWC for notetaking and evaluation purposes. All recordings and transcripts will be securely stored, treated confidentially, and used solely for internal evaluation related to your candidacy.
If you prefer not to have your interview recorded, this will not disqualify you from consideration. Should you receive an invitation for an interview, please inform your interviewer in advance if you wish to opt-out of recording.