Bowman Williams
Help Desk Manager (MSP / ConnectWise)
Bowman Williams, Arlington, Texas, United States, 76000
Senior Business Operations Manager & Cloud Recruiter at Bowman Williams
We are a long established Managed Service Provider and business applications consulting firm that has supported SMB clients across the DFW area since 1989. Our team is known for stability, strong internal processes, and long term client relationships. This is an opportunity to step into a visible leadership role with room for meaningful career advancement.
The Help Desk Manager will lead daily service desk operations while remaining hands on technically. This role is approximately seventy percent technical and thirty percent administrative and requires strong escalation expertise, service board ownership, and technician leadership within a fast paced MSP environment.
What You Will Do
Own and manage the reactive service desk queue and escalations
Serve as the senior technical escalation point for complex desktop, network, and Microsoft 365 issues
Lead, mentor, and supervise service desk technicians
Manage technician scheduling, workload balancing, and service delivery quality
Provide hands on technical support across endpoints, networking, and Microsoft 365 environments
Perform triage support for server and virtualization related issues
Ensure excellent internal and client facing communication
Maintain service desk metrics, workflows, and operational consistency
Experience Required
Five or more years of service desk management and escalation support within an MSP
Strong leadership skills with proven technician supervision experience
Solid networking fundamentals including troubleshooting and support
Microsoft 365 experience including Exchange Online, Teams, and Entra ID fundamentals
Familiarity with virtualization platforms for triage purposes
Daily hands on experience with Kaseya and ConnectWise tools
Experience managing reactive service boards in an MSP setting
Technical Environment
Virtualization platforms including VMware, Hyper‑V, and Proxmox
Firewalls including SonicWall and Fortinet
Security tools including RocketCyber, Datto EDR, SentinelOne EDR, ThreatLocker, and Duo
MSP toolsets including Kaseya and ConnectWise
Compensation and Benefits
$90,000 to $100,000 depending on experience
Health, dental, and vision insurance
401k with employer match
Competitive salary with clear advancement potential
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Information Technology
IT Services and IT Consulting
Referrals increase your chances of interviewing at Bowman Williams by 2x
Benefits in Arlington, TX Get notified about new Help Desk Manager jobs in Arlington, TX.
Salary Range $90,000.00 to $100,000.00 per year
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We are a long established Managed Service Provider and business applications consulting firm that has supported SMB clients across the DFW area since 1989. Our team is known for stability, strong internal processes, and long term client relationships. This is an opportunity to step into a visible leadership role with room for meaningful career advancement.
The Help Desk Manager will lead daily service desk operations while remaining hands on technically. This role is approximately seventy percent technical and thirty percent administrative and requires strong escalation expertise, service board ownership, and technician leadership within a fast paced MSP environment.
What You Will Do
Own and manage the reactive service desk queue and escalations
Serve as the senior technical escalation point for complex desktop, network, and Microsoft 365 issues
Lead, mentor, and supervise service desk technicians
Manage technician scheduling, workload balancing, and service delivery quality
Provide hands on technical support across endpoints, networking, and Microsoft 365 environments
Perform triage support for server and virtualization related issues
Ensure excellent internal and client facing communication
Maintain service desk metrics, workflows, and operational consistency
Experience Required
Five or more years of service desk management and escalation support within an MSP
Strong leadership skills with proven technician supervision experience
Solid networking fundamentals including troubleshooting and support
Microsoft 365 experience including Exchange Online, Teams, and Entra ID fundamentals
Familiarity with virtualization platforms for triage purposes
Daily hands on experience with Kaseya and ConnectWise tools
Experience managing reactive service boards in an MSP setting
Technical Environment
Virtualization platforms including VMware, Hyper‑V, and Proxmox
Firewalls including SonicWall and Fortinet
Security tools including RocketCyber, Datto EDR, SentinelOne EDR, ThreatLocker, and Duo
MSP toolsets including Kaseya and ConnectWise
Compensation and Benefits
$90,000 to $100,000 depending on experience
Health, dental, and vision insurance
401k with employer match
Competitive salary with clear advancement potential
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Information Technology
IT Services and IT Consulting
Referrals increase your chances of interviewing at Bowman Williams by 2x
Benefits in Arlington, TX Get notified about new Help Desk Manager jobs in Arlington, TX.
Salary Range $90,000.00 to $100,000.00 per year
#J-18808-Ljbffr