Help Desk Manager

Responsibilities:

• Lead and manage multi-tier Help Desk and technical support teams
• Oversee daily operations across phone, email, chat, and ticketing queues
• Ensure SLA compliance and timely resolution of incidents and service requests
• Monitor workload distribution, staffing levels, queue health, and escalation management
• Coach, mentor, and develop supervisors and technical support personnel
• Drive continuous improvement initiatives focused on efficiency, service quality, and customer experience
• Maintain compliance with ITIL processes, ISO standards, and internal operational procedures
• Analyze support metrics, reporting trends, and performance data to identify improvement opportunities
• Collaborate cross-functionally with IT, Operations, Engineering, and leadership teams
• Support workforce planning, scheduling, hiring, onboarding, and performance management
• Ensure proper documentation, knowledge management, and process consistency
• Participate in incident reviews, root cause analysis, and corrective action planning

Qualifications:

• 5+ years of Help Desk, Service Desk, or Technical Support leadership experience
• Experience managing supervisors and high-volume support environments
• Strong understanding of incident management, escalation management, and service delivery operations
• Hands-on experience with ServiceNow or comparable ITSM platforms
• Familiarity with ITIL frameworks and structured operational environments
• Strong communication, leadership, and organizational skills
• Ability to manage competing priorities in a fast-paced environment
• Experience with KPI reporting, SLA management, and operational analytics
• Bachelor’s degree preferred, or equivalent combination of education and experience

Benefits Package: Company Paid!

• Medical, Dental, Prescription & Vision Benefits--No premium cost!
• Life, AD&D and LTD insurance
• Paid Vacation and Holidays
• Company-Matched 401(k) and IRA Retirement Savings