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Work at TechSavant

We're a small team that takes IT seriously. If you want to work with real engineers on real problems, this is the place.

Engineers first

Every person on the team has hands-on technical experience. No fluff, no bloat. You will work directly with people who know the craft.

Real ownership

Small team means real responsibility. You will own your work end to end and see the direct impact of what you build and manage.

Flexible by default

We are remote-friendly and results-focused. We care about the quality of your work, not where or when you do it.

Open positions

We're hiring

Senior Help Desk Manager
Full-time Remote / Wyoming Management
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About the role

TechSavant is looking for an experienced Senior Help Desk Manager to lead our client-facing support operations. You will be responsible for the day-to-day performance of the help desk team, setting service standards, managing escalations, and ensuring our clients receive the fast, professional support they expect from a premium MSP.

This is a hands-on leadership role. You will be managing a small team of technicians while staying close enough to the work to jump in when needed. You should know what good MSP support looks like from the inside and have the experience to build and maintain it.

Responsibilities
  • Own the performance of the help desk — ticket volume, response times, resolution rates, and client satisfaction
  • Manage, coach, and develop a team of help desk technicians
  • Handle escalated tickets and ensure complex issues are resolved efficiently
  • Build and enforce ticketing standards, documentation practices, and escalation procedures
  • Maintain and improve processes inside ConnectWise PSA
  • Collaborate with engineering on recurring issues and systemic fixes
  • Report on help desk KPIs and surface trends to leadership
  • Serve as the primary point of contact for client escalations
Requirements
  • 4+ years of MSP or managed services experience
  • 2+ years in a team lead or management role
  • Strong working knowledge of Windows Server, Microsoft 365, and Active Directory / Azure AD
  • Experience with a PSA tool (ConnectWise preferred)
  • Solid understanding of networking fundamentals (DNS, DHCP, VPN, firewalls)
  • Excellent written and verbal communication — you will be client-facing
  • Ability to stay calm and decisive under pressure
Nice to have
  • CompTIA A+, Network+, or Security+ certification
  • Experience with RMM platforms (NinjaRMM preferred)
  • Familiarity with endpoint security tools (SentinelOne, Huntress, or similar)
  • Experience working in a healthcare or financial services IT environment
Compensation
  • Competitive salary based on experience
  • Remote-friendly with flexibility on hours
  • Direct access to senior leadership and a say in how the team grows
  • Opportunity to grow with the company as we scale

Interested? Send your resume and a brief intro. We review every application personally.

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