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ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Helpdesk managementService Desk managementProcess improvementOperational consistencyResource assignmentPerformance metricsTraining developmentTriageCapacity planningWorkload management
Soft Skills
LeadershipCommunicationOrganizational skillsCoachingCollaborationAccountabilityClient service excellenceStrategic thinkingProblem-solvingTeam development
Tools & Technologies
ConnectWiseAutotaskPSA platformsTicketing platformsRemote management toolsMonitoring platformsService delivery toolsAutomation toolsWorkflow management toolsPerformance tracking tools
Industry Keywords
MSP experienceService delivery standardsHelpdesk supportTechnical support teamsClient environmentsMajor incidentsContinuous improvementOperational inefficienciesRecruitingOnboarding
About the role
Key responsibilities & impact- Lead and manage the Service Coordination/Dispatch team responsible for work intake, prioritization, and resource assignment
- Lead and manage Tier 1 and Tier 2 Helpdesk technicians supporting end users and client environments
- Ensure tickets are handled efficiently, escalated appropriately, and resolved within established service standards
- Provide leadership support during major incidents, including triage of network and server outages
- Monitor team performance and service delivery metrics to drive continuous improvement
- Conduct regular one-on-one meetings and performance coaching with direct reports
- Develop and execute training plans for Service Coordinators and Helpdesk Technicians
- Create growth opportunities and career development paths for team members
- Foster a culture of accountability, learning, collaboration, and client service excellence
- Assist with recruiting, interviewing, onboarding, and retention of team members
- Develop, document, and improve service desk processes, procedures, and workflows
- Identify operational inefficiencies and implement practical solutions
- Ensure consistent execution of service delivery standards and best practices
- Partner with leadership to improve capacity planning, workload management, and resource utilization
- Drive adoption of tools, automation, and process improvements that improve both client and employee experiences
- Participate in leadership discussions and contribute to organizational initiatives
- Collaborate with other departments to ensure alignment across service delivery, projects, sales, and client success teams
- Support the achievement of company goals through effective operational leadership
- Serve as a role model for Mirazon’s Core Values and leadership expectations
Requirements
What you’ll need- 3–5+ years of Helpdesk or Service Desk management experience
- Experience leading technical support teams in a fast-paced environment
- MSP experience strongly preferred
- Experience managing and developing direct reports
- Familiarity with PSA/ticketing platforms such as ConnectWise, Autotask, or similar tools
- General understanding of remote management and monitoring platforms
- Strong organizational, communication, and leadership skills
- Demonstrated ability to improve processes and drive operational consistency
- Ability to balance tactical execution with strategic thinking
Benefits
Comp & perks- Life Insurance
- Short-term Disability
- Long-term Disability
- Cafeteria Plan – Premium, Medical, & Child Care Reimbursement
- Health Insurance
- Dental Plan
- Vision Plan
- 401K Matching
- Referral Bonuses
- Tuition Reimbursement
- Performance Incentives
- Time Off – benefits accrue on a pro-rated basis each pay period over a 12-month period with the following maximums: Vacation Time – 10 days per calendar year Sick Leave – 5 days per calendar year Paid Company Holidays (7) Paid Floating Holidays (2) Volunteer
- Cell Phone & Internet Reimbursement