R.K. Black, Inc., an Oklahoma City-based office technology company providing solutions to businesses throughout Oklahoma and Kansas, is seeking a full-time Help Desk Supervisor to serve at our Oklahoma City location.

The Help Desk Supervisor leads our front-line technical support team to deliver outstanding service for every client interaction. This role oversees daily help desk operations, ensuring timely resolution of software, connectivity, and network issues while maintaining high performance standards.

The Supervisor coaches and develops technicians, conducts performance check-ins, tracks key metrics, and recommends process improvements to keep our support operations running at peak efficiency.

At R.K. Black, we prioritize an outstanding client and associate experience, and we’re looking for a leader who can make that happen. Sound like the next step in your career? Learn more about joining our growing Network Services Team below…

What You’ll Do:

• Mentor, coach, and train help desk associates through hands-on guidance, shadowing, and process reinforcement.
• Hold regular 1:1 meetings with team members to review performance, address challenges, and support career development.
• Maintain a training and certification plan for each team member to support technical growth.
• Ensure all processes are being followed, including:
  • Meeting Service Ticket SLAs
  • Accurate time entry in ConnectWise (ticket moved to “In Progress” when work begins)
  • Client communication standards (calls, ticket updates, detailed internal/external notes)
  • Daily ticket updates with clear next steps
  • Backup monitoring and manual verification of daily completion
  • Creating and maintaining process documentation
• Build strong client relationships, understand their business needs, and advocate for solutions that improve their IT experience.
• Oversee ticket queue management and daily operations to ensure SLAs and team performance metrics are met.
• Review ConnectWise time wrap accuracy daily and approve weekly timesheets.
• Monitor KPIs, address performance issues promptly, and report trends or recurring issues to management.
• Identify and implement process improvements to increase departmental efficiency and service quality.
• Review Paycom timecard submissions for accuracy and approve PTO requests.
• Participate in recruiting, interviewing, and onboarding of new team members as needed.

What We’re Looking For:

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent combination of education and experience).
• 3–5 years of MSP support experience, including at least 1–2 years in a management role within a Help Desk, Service Desk environment or other relevant upper-level Managed Services Providers (MSP) management experience.
• Experience working with MSP or multi-client support is a strong plus.
• Valid Oklahoma Driver’s License and clear driving record

Technical Skills:

• Proficiency in Windows and macOS environments, Microsoft 365/Office 365 administration, and common networking concepts (TCP/IP, DNS, DHCP, VPN).
• Familiarity with remote monitoring and management (RMM) tools, ticketing systems, and IT service management (ITSM) platforms.
• Understanding of cybersecurity best practices, backup solutions, and cloud platforms such as Azure or AWS.

Leadership & Management:

• Proven ability to coach, mentor, and develop help desk technicians, including conducting performance reviews and creating development plans.
• Strong skills in reporting and analytics—able to track key performance indicators (KPIs), service level agreements (SLAs), and client satisfaction metrics.
• Experience with scheduling, workload balancing, and escalation management to maintain consistent service quality.

Communication & Client Service:

• Excellent verbal and written communication skills, with the ability to translate technical information for non-technical audiences.
• Demonstrated commitment to exceptional client service, including conflict resolution and handling high-pressure situations.
• Strong organizational skills with the ability to prioritize and multitask in a fast-paced environment.

Certifications (Preferred but Not Required):

• CompTIA A+, Network+, or Security+

You’re a Great Fit if You:

• Personify friendliness and exhibit ability to get along with others
• Incorporate team building habits into the daily routine of our tech team
• Demonstrate a desire / urgency to accomplish tasks
• Good written and verbal communication skills
• Possess exceptional organizational skills
• Communicate clearly in verbal and written English

Physical Requirements

• Able to stand, bend over, squat or sit for prolonged periods of time
• Able to use hands to handle and feel for objects and controls

Wage: Commensurate with experience

Benefits: Available first of month following 2 full months of employment – Health, Dental, & Vision Plan, 401K

Start Date: Immediately

Please note: In order to be considered for this position, you must submit a resume with your application.

R.K. Black, Inc., an Oklahoma City-based office technology company providing solutions to businesses throughout Oklahoma and Kansas, is seeking a full-time IT Account Manager to serve at our Oklahoma City location.
Are you ready to be part of a dynamic and expanding team? We are seeking an IT Account Manager to join our Managed Network Services (MNS) team. In this position, you will take a leading role in supporting and executing sales strategies to meet revenue goals. Your responsibilities will include managing client accounts, providing comprehensive solution offerings, and contributing to the achievement of critical business and financial objectives.

Requirements 

• Bachelor’s Degree preferred, with 2+ years of Managed Network Services sales experience preferred
• Advanced computer and network application knowledge is a plus
• Willingness to obtain additional sales certifications from hardware or SaaS vendors
• Valid Oklahoma driver’s license with a clean driving record

The Job 

• Represent R.K. Black, Inc. with the utmost integrity 
• Able to confidently engage with C-level executives, understanding their business drivers and effectively aligning technology solutions to strategic goals
• Manage a sales pipeline to meet individual, team, and corporate sales targets
• Promote and sell products and services while maintaining established profit margins
• Develop a strong understanding of R.K. Black’s offerings, sales processes, market trends, competitors, and client needs to enhance performance
• Deliver compelling sales presentations on the products and solutions offered by R.K. Black
• Maintain an organized and well-qualified client database using CRM tools
• Pursue ongoing self-improvement by setting and achieving professional and personal development goals
• Create and execute territory plans to boost sales and expand market share
• Work flexible hours as needed to fulfill job responsibilities
• Conduct quarterly Business Technology Reviews with clients to assess needs and opportunities
• Collaborate with internal teams, including help desk and project management, to ensure exceptional service delivery
• Proactively identify and capitalize on opportunities to upsell additional services
• Drive growth in Monthly Recurring Revenue (MRR)
• Explore cross-selling opportunities within the existing client base
• Respond promptly and effectively to client inquiries, ensuring clear and consistent communication

Qualities Required

• Proven experience in IT account management, particularly within the Managed Service Provider (MSP) industry
• Strong knowledge of managed services and technology solutions
• Exceptional communication and presentation skills
• Results-driven with a demonstrated ability to meet revenue targets
• Skilled in working collaboratively with cross-functional teams
• Self-motivated with the ability to develop and execute effective sales strategies
• Comfortable thriving in a competitive, goal-oriented environment
• Professional demeanor with the ability to handle diverse situations and interact with a variety of people

Physical Requirements

• Able to stand, bend, squat, or sit for extended periods
• Able to carry computer equipment and accessories, including navigating stairs
• Maintain a well-groomed and professional appearance

Work Environment (Approximate)

• 55% of time spent at client locations
• 35% of time spent working in the office
• 10% of time spent traveling to and from client sites

Wage: Commensurate with experience

Benefits: Available first of month following 2 full months of employment – Health, Dental, & Vision Plan, 401K

Start Date: Immediately

Please note: In order to be considered for this position, you must submit a resume with your application.