Help Desk Partner Onboarding Manager

Position Summary: 

The Help Desk Partner Onboarding Manager onboards all new partners and clients into our End User Help Desk Program. They communicate with partners during the initial onboarding period.  The manager supports the discovery and documentation of the partner/client environment. They own the entire onboarding process and continually strives to refine this process through automation and documentation. 

Essential Responsibilities (includes, but is not limited to):

• Manage partner/client onboarding process

• Implement internal documentation strategy and manage existing documents

• Handle communications and manage relationship with existing partners

• Train new hires and existing Help Desk Technicians

• Handle escalations from Help Desk Technicians

Ideal Skills, Experience, and Competencies:

• At least five (5) years of experience in a similar role

• PSA experience- ConnectWise, Autotask, Syncro, Kaseya and Jira

• Documentation management experience within IT Glue or equivalent

• RMM experience- Datto, Syncro, ConnectWise or equivalent

• Experience with Partner/Client facing engagement and communication

• Ability to anticipate and balance the needs of multiple stakeholders

• Ability to apply knowledge of business and the marketplace to advance the organization's goals

• Ability to build partnerships and work collaboratively with others to meet shared objectives

• Ability to know the most effective and efficient processes to get things done, with a focus on continuous improvement

• Ability to adapt approach and demeanor in real time to match the shifting demands of different situations

Required Education & Certifications:

• B.A./B.S. in related field or equivalent work experience

• Microsoft or CCP certification preferred

Compensation:

• Qualified candidates can expect a compensation range of $60,000/yr to $75,000/yr or more depending on experience.

Expected Closing Date: 05/30/2025