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Responsibilities
About Trisian:
- Trisian is a US-based managed IT services provider with 28 years of experience delivering fully managed infrastructure to organizations across the United States and Europe.
- We work with companies in financial services, healthcare, legal, and growing businesses that need their technology to simply work — securely, compliantly, and without surprises.
The Role:
- We are hiring our first dedicated Helpdesk Manager to build the support function from the ground up.
- This is a player-coach role, which means you will not be walking into an existing team.
- In the first phase, you will be handling support yourself — managing and resolving tickets across our client base, setting up workflows, and writing the SOPs and runbooks that the team you hire will eventually follow.
- Once the foundation is in place, you will shift into the manager role: recruiting L1 and L2 technicians, training them, managing schedules for 24/7 coverage, and owning the quality of support across all client tiers.
- If you are the type of person who thrives on building things and wants to own a function end-to-end rather than inherit someone else's system, this is that opportunity.
Phase 1 — What You Will Do First:
- Handle incoming support tickets across Trisian's client base independently.
- Set up ticketing workflows and escalation paths in the PSA platform.
- Write SOPs, runbooks, and knowledge base articles.
- Establish SLA monitoring and reporting processes.
- Report directly to the CTO.
Phase 2 — What You Will Build:
- Recruit, onboard, and train L1 and L2 support technicians.
- Manage shift schedules to ensure 24/7 coverage for Advanced and Enterprise clients.
- Run quality assurance reviews and performance evaluations.
- Provide support metrics for client business reviews.
- Handle escalated client incidents professionally.
What We Need From You — Required:
- 3+ years in IT helpdesk or service desk, including real hands-on L1/L2 experience.
- ITIL Foundation certification.
- CCA-V (Citrix Certified Associate – Virtualization).
- Experience working in an MSP (Managed Service Provider) environment.
- Working knowledge of Microsoft 365 administration.
- Familiarity with Azure Virtual Desktop environments.
- Experience with at least one PSA or ticketing platform (HaloPSA, ConnectWise, Autotask, ServiceNow, or similar).
- Professional written and verbal English — this role involves direct client communication.
- Comfortable operating independently with minimal oversight.
Nice to Have:
- MS-102 (Microsoft 365 Certified: Administrator Expert).
- HDI Support Center Manager certification.
- Experience supporting regulated industries (healthcare, finance, legal).
- Experience with ControlUp or Pulseway RMM.
What You Are Joining:
- Remote, full-time position.
- Direct line to the CTO — no layers of bureaucracy.
- The opportunity to own and build a support function from scratch.
- A stable, long-established company that has operated since 1998.
This job post is closed.