Lead and mentor the helpdesk team, provide senior-level technical support, and manage Tier 1&2 technicians. Troubleshoot various technical issues and create SOPs. Build long-term client relationships.
Key Highlights
Technical Skills Required
Benefits & Perks
Job Description
💻 Senior Technical Support Specialist – Help Desk Manager (Remote)
🌍 Location: Fully Remote — Philippines or Latin America
💵 Compensation: $8–$15/hr USD (based on experience)
🧭 Reports directly to the CEO
Tech Johnny, a 15+ year MSP supporting 300+ U.S. clients, is hiring a Help Desk Manager to lead and mentor the helpdesk team, own escalations, and provide senior-level technical support.
Key Responsibilities:
- Manage Tier 1&2 technicians, assign tickets, mentor, and onboard staff 👥
- Troubleshoot UniFi UDM/UDR, managed switches, Wi-Fi, multi-ISP setups 🌐
- Support Windows 11 Pro endpoints, Lexmark printers 🖨️, VOIP phones 📞, security cameras 🔒
- Microsoft 365 + AD administration, MFA, Intune/Autopilot 🖥️
- Create and maintain SOPs using Guidde ✍️
- Provide live remote support via video calls 🎥
- Build long-term client relationships 🤝
Must-Have:
- 2+ years supporting U.S.-based clients
- Recent UniFi Dream Machine / managed switch MSP experience (past 2 years)
- Proven helpdesk management / leadership experience
- Strong organzation skills, problem-solving, triage, and customer-service energy 😊
- Excellent English (C1/C2)
Nice-to-Have:
Experience using: Zendesk, Splashtop, Zapier, Yealink provisioning, WiFiman, PowerShell scripting, Apple MDM/ABM
✅ Fully remote, long-term growth, report directly to CEO, become the go-to technical leader for a growing helpdesk team