Help Desk Manager

The Help Desk Manager is responsible for leading ibml’s Help Desk operations and ensuring timely, professional, and effective support for customers, field service teams, and internal stakeholders. This role owns the day-to-day performance of the Help Desk team, including ticket management, call handling, customer communication, escalation management, staffing coverage, process adherence, and continuous improvement and reports directly to the VP of Service Operations.

The Help Desk Manager will be expected to drive accountability, improve ticket resolution times, reduce aged open tickets, support first-time resolution, and ensure that customers receive consistent communication throughout the service process. This position plays a key role in the overall Service Operations organization and will work closely with Field Service, Software Support, Professional Services, Engineering, Sales, and Customer Success. This role requires the manager to be on-site daily.

• Manage daily Help Desk operations to ensure tickets, calls, and customer issues are handled accurately and in a timely manner.
• Monitor incoming service requests and ensure proper ticket creation, classification, prioritization, assignment, and follow-up.
• Ensure all tickets are updated with clear notes, next steps, ownership, customer communication, and current status.
• Maintain focus on aged tickets, open tickets greater than defined thresholds, and tickets waiting on customer, vendor, engineering, or internal action.
• Lead daily and recurring ticket review meetings to drive closure, remove blockers, and escalated issues when needed.
• Ensure customer communication standards are followed, including timely updates, proper closure notices, and professional written responses.
• Lead, coach, and develop Help Desk team members to improve technical knowledge, customer service skills, process discipline, and accountability.
• Establish clear roles, responsibilities, ownership rules, and expectations for Help Desk staff.
• Manage schedules, coverage, workload balancing, and staffing requirements to support customer needs.
• Evaluate team performance using defined KPIs and provide regular feedback.
• Support hiring, onboarding, training, and performance management of Help Desk personnel.

• Own the ticket lifecycle from intake through resolution or proper handoff.
• Ensure tickets are properly categorized by severity, system impact, customer impact, component, and issue type.
• Manage escalation paths between Help Desk, Field Service, Software Support, Professional Services, Engineering, and third-party vendors.
• Identify when tickets should be escalated, reassigned, closed, or reopened under a new issue.
• Ensure escalated issues have clear ownership, urgency, documented history, and defined next steps.

• Ensure customers receive professional, timely, and accurate communication throughout the support process.
• Maintain a customer-first approach while balancing operational discipline and internal accountability.
• Review customer‑impacting issues, repeat calls, and escalated concerns to identify root causes and improvement opportunities.
• Support customer follow‑up when issues are delayed, unresolved, or require management attention.
• Track and report Help Desk performance metrics, including ticket volume, response time, resolution time, open ticket aging, repeat calls, backlog, customer communication, and escalation trends.
• Analyze ticket data to identify recurring issues, training needs, process gaps, product concerns, and customer pain points.
• Recommend and implement process improvements that increase efficiency, improve customer satisfaction, and reduce unnecessary escalations.
• Support dashboard development and reporting through Hub Spot, Excel, Power BI, or other approved tools.

• Work closely with Field Service leadership to coordinate onsite support, parts needs, escalation coverage, and customer‑impacting issues.
• Partner with Software Support, Professional Services, Engineering, and Product teams to resolve complex technical issues.
• Collaborate with Sales and…