IT Helpdesk and Service Manager Tyler Vault Datacenter Tyler, TX Job Details Full-time $24 - $26 an hour 7 hours ago Qualifications Teamwork IT user and group management Windows High school diploma or GED Attention to detail Computer hardware Desktop (troubleshooting support) IT project management Azure AD IP networking Desktop administration Ticketing system technical support Time management Help desk

Full Job Description IT Helpdesk & Service Manager Job Type:

Full-Time Department:

Managed Services /

IT Support Reports To:

CEO Position Summary The IT Helpdesk & Service Manager is responsible for coordinating day-to-day helpdesk operations and ensuring client technology issues are logged, prioritized, assigned, communicated, and resolved efficiently. This role serves as a key point of coordination between clients and helpdesk technicians, vendors, and internal management. The ideal candidate is highly organized, customer-focused, technically capable, and comfortable working in a fast-paced Managed Service Provider (MSP) environment where multiple clients and competing priorities must be managed simultaneously. Key Responsibilities Helpdesk Coordination

• Monitor incoming support requests through the ticketing system, phone, email, and other communication channels.
• Triage and prioritize tickets based on urgency, business impact, client SLAs, and technical complexity.
• Assign tickets to the appropriate technician or escalation team.
• Ensure technicians are logging their time correctly into the timekeeping system.
• Monitor ticket queues to ensure requests are progressing within established SLAs.
• Follow up on aging, overdue, or stalled tickets.
• Identify recurring issues and escalate trends to management or technical leadership.
• Coordinate onsite service calls, remote support, and vendor escalations when required.
• Ensure tickets contain accurate documentation, troubleshooting steps, communications, and resolution details. Client Communication
• Serve as a professional and responsive point of contact for clients regarding support requests.
• Provide clients with timely updates on ticket status and expected resolution timelines.
• Communicate technical information in a clear, non-technical manner when appropriate.
• Manage client expectations and escalate concerns when service issues arise.
• Maintain strong working relationships with client contacts and internal support staff. Technical Support
• Provide first-level technical support for common hardware, software, networking, Microsoft 365, workstation, printer, account, and connectivity issues.
• Troubleshoot problems remotely and determine when escalation is required.
• Assist technicians with gathering information needed to diagnose and resolve issues. Service Management & Administration
• Maintain accurate ticket records and ensure proper categorization and documentation.
• Track SLA performance and helpdesk metrics.
• Assist with scheduling technicians and coordinating maintenance activities.
• Help maintain client documentation, asset records, and knowledge-base articles.
• Assist with onboarding and offboarding processes.
• Coordinate with vendors and third-party service providers as needed.
• Participate in process improvement initiatives designed to improve efficiency, client satisfaction, and service quality.
• Order parts and supplies needed for repairs and track inventory.
• Track, renew, and keep up with computer and software licensing for customers.
• Create, collect, and check PO's and/or work orders, invoices, and notes in service software for accuracy.
• Create, manage, and maintain the on-call schedule for the team of technicians. Required Qualifications
• 2+ years of experience in an IT helpdesk, service desk, technical support, or MSP environment.
• Strong understanding of Windows workstations and common business applications.
• Experience with Microsoft 365 administration and troubleshooting.
• Familiarity with Active Directory / Entra ID, user accounts, permissions, and endpoint troubleshooting.
• Understanding of basic networking concepts, including TCP/IP, DNS, DHCP, Wi-Fi, and VPNs.
• Experience working with a professional ticketing or PSA system.
• Strong organizational and time-management skills.
• Excellent written and verbal communication skills.
• Ability to prioritize multiple tasks and work effectively under pressure.
• Strong customer-service mindset and professional demeanor. Preferred Qualifications
• Previous MSP experience.
• Experience with ConnectWise, Autotask, HaloPSA, Kaseya, ServiceNow, or similar PSA/ticketing platforms.
• Experience with remote monitoring and management (RMM) tools.
• CompTIA A+, Network+, or Microsoft certifications.
• Familiarity with cybersecurity best practices and endpoint security.
• Experience coordinating technicians or managing a service desk queue.
• Understanding of ITIL or other service-management practices. Key Performance Indicators Success in this role may be measured by:
• SLA compliance and ticket response times.
• Ticket backlog and aging.
• Client satisfaction.
• First-response and resolution times.
• Ticket documentation quality.
• Technician utilization and queue efficiency.
• Accuracy of ticket assignment and prioritization.
• Effective communication with clients and internal teams. Core Competencies

Customer Service:

Builds trust and maintains professional client relationships.

Organization:

Effectively manages multiple priorities and deadlines.

Communication:

Clearly communicates with both technical and non-technical audiences.

Problem Solving:

Quickly identifies issues, determines appropriate next steps, and escalates when necessary.

Accountability:

Takes ownership of requests and follows through to completion.

Teamwork:

Coordinates effectively with technicians, engineers, management, and vendors.

• Attention to

Detail:

Maintains accurate documentation and follows established processes.

• Work Environment This position operates in a fast-paced MSP environment supporting multiple clients with varying technical requirements and priorities.

The role may involve extended periods working at a computer, frequent communication with clients and technical staff, and occasional onsite support or after-hours coordination depending on business requirements. Work hours are 8am-5pm M-F. This position is ideal for an experienced IT support professional who enjoys both technology and customer service and wants to play a central role in keeping an MSP's service desk organized, responsive, and efficient.

Pay:

$24.00 - $26.00 per hour

Education:

High school or equivalent (Required) Ability to

Commute:

Tyler, TX 75702 (Required)

Work Location:

In person