IT Helpdesk Manager – Managed Service Provider

About the role

VegaNext, a Los Angeles‑based Managed Service Provider, is seeking an IT Helpdesk Manager to lead day‑to‑day helpdesk performance across all client accounts. You will own ticket triage, SLA compliance, and serve as the escalation point for high‑priority issues while driving process improvements.

Key responsibilities

• Own daily helpdesk operations, ensuring tickets are triaged, prioritized, and resolved or escalated within contracted SLAs.
• Manage staffing, scheduling, and on‑call coverage across multiple client time zones.
• Improve intake, escalation, and hand‑off workflows between helpdesk, security desk, and engineering teams.
• Administer and optimize PSA/ticketing and RMM platforms.
• Monitor SLA compliance and resolution metrics, delivering QBR‑ready reports for leadership and clients.
• Recruit, coach, and develop technicians, handling performance issues directly.
• Serve as escalation point for high‑priority client issues, including direct client communication.

Required profile

• 5+ years in IT support, with 2‑3 years leading a helpdesk or technical support team.
• MSP experience preferred, managing multiple client environments under SLA.
• Hands‑on experience with PSA platforms (ConnectWise, Autotask, HaloPSA) and RMM tools (NinjaOne, Datto RMM).
• Strong Windows Server, Microsoft 365, and Azure AD/Entra ID administration.
• Solid networking fundamentals (TCP/IP, VPN, Wi‑Fi) and familiarity with common firewall/switch platforms.
• Ability to translate ticketing metrics into staffing and process decisions.
• Excellent communication across technicians, executives, and clients.

Required skills

• ConnectWise, Autotask, HaloPSA
• NinjaOne, Datto RMM
• Windows Server
• Microsoft 365
• Azure AD / Entra ID
• TCP/IP, VPN, Wi‑Fi
• Firewall and switch platforms
• CompTIA A+, Network+
• Security+, MS‑900, AZ‑104, MD‑102
• ITIL Foundation
• Azure, AWS, GCP (cloud exposure)