About the Opportunity
A growing multi-location organization is seeking a Help Desk Manager to lead daily helpdesk operations and support end users across multiple business sites. This role is responsible for overseeing ticket flow, resolving technical issues, mentoring support staff, and ensuring high-quality service delivery across the organization.
The ideal candidate is a hands-on leader with strong technical troubleshooting skills, prior team leadership experience, and a passion for delivering excellent internal customer support. This position works closely with IT leadership to improve service processes, allocate resources effectively, and support strategic technology initiatives.
Key Responsibilities
- Oversee daily helpdesk operations, ensuring timely response and resolution of support requests.
- Manage and prioritize ticket queues to maintain service levels and user satisfaction.
- Supervise, coach, and develop a team of helpdesk professionals.
- Escalate and coordinate complex technical issues to appropriate internal or external resources.
- Monitor team performance and prepare operational reports for IT leadership.
- Identify opportunities to improve workflows, systems, and support processes.
- Assist with implementation of new technologies and technology upgrades.
- Gather end-user feedback to enhance service quality and support effectiveness.
- Support vendor relationships and ensure service commitments are met.
- Promote a collaborative, customer-focused culture within the IT support team.
- Participate in budgeting and planning for future technology needs.
- Maintain confidentiality and uphold professional and ethical standards.
- Perform additional duties as assigned.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or related field preferred.
- Minimum 3 years of experience in IT support or helpdesk operations.
- At least 2 years of supervisory or team lead experience within a technical support environment.
- Experience supporting multiple locations or distributed operations is preferred.
- Strong knowledge of desktop support, ticketing systems, user support best practices, and troubleshooting.
- Excellent communication, leadership, and organizational skills.
- Ability to work in a fast-paced environment and manage competing priorities.
- Must be able to meet any applicable licensing or background requirements based on industry regulations.
Why Apply?
This is an opportunity to join a stable and growing organization where technology plays a critical role in daily operations. You’ll have the chance to lead a team, improve processes, and make a visible impact across the business.
