Helpdesk Manager

We're looking for an experienced Helpdesk Manager to lead our in-office IT support operations in Los Angeles. This is a hands-on leadership role responsible for managing the day-to-day performance of the helpdesk team, ensuring service requests and incidents are resolved efficiently, and maintaining the high technical standards our clients and internal teams depend on.

Beyond managing tickets and team schedules, this role owns quality — you'll be the person building QA frameworks, reviewing ticket handling, coaching technicians, and holding the team accountable to SLAs and best practices.

You are running a team standup and reporting performance metrics to leadership.

This is a full-time, in-office position based out of our Los Angeles location.

The right candidate brings strong prior helpdesk management experience, lead a medium to large sized team, with some technical knowledge and a genuine commitment to delivering exceptional support.

• Managing, mentoring, and developing a team of helpdesk technicians — setting clear expectations, providing regular feedback, and conducting performance review
• Building and maintaining team schedules to ensure adequate coverage during business hours and on-call rotations as needed
• Onboarding new technicians and ensuring they are trained to team standards before handling tickets independently
• Fostering a team culture built around accountability, continuous learning, and delivering excellent client and end-user experiences
• Escalating personnel issues to HR and leadership as appropriate and in a timely manner.

• Overseeing the full lifecycle of helpdesk tickets — from intake and triage through resolution and closure — ensuring SLAs are consistently met
• Monitoring the ticket queue in real time, redistributing workloads, and stepping in to resolve or elevate high-priority issues as needed
• Ensuring all tickets are documented thoroughly with accurate troubleshooting steps, resolution notes, and time entries.
• Managing escalation paths for Tier 1, Tier 2, and Tier 3 issues and ensuring smooth handoffs between level

• Building and owning a QA program for the helpdesk — developing scorecards, reviewing tickets regularly, and identifying coaching opportunities
• Conducting regular ticket audits to assess accuracy of documentation, resolution quality, communication tone, and adherence to procedures
• Tracking and reporting on key performance metrics — ticket volume, resolution time, first-call resolution rate, CSAT scores, and SLA compliance
• Identifying recurring issues, knowledge gaps, and process breakdowns through QA data and translating findings into actionable improvements
• Presenting weekly and monthly helpdesk performance reports to leadership with clear insights and recommendations

• Maintaining and enforcing standardized troubleshooting procedures, runbooks, and escalation protocols across the team
• Identifying inefficiencies in helpdesk workflows and implementing process improvements that reduce resolution times and improve accuracy

• Serving as the escalation point of contact for clients or internal stakeholders with urgent, unresolved, or sensitive support issues
• Communicating proactively with clients during major incidents — providing timely updates, managing expectations, and ensuring satisfaction upon resolution
• Building strong relationships with internal department leads to understand their support needs and ensure the helpdesk is meeting them.
• Representing the helpdesk function in leadership meetings and contributing to broader operational planning discussion

• 3+ years of experience in a support management role — you must have led a team and owned outcomes, not just supervise
• ITIL Foundation certification or working knowledge of ITIL service management framework
• Proven experience building or managing a QA program for a support team — ticket audits, scorecards, coaching, and process documentation
• Familiarity with PSA and ticketing platforms such as Zoho Desk, Zen Desk, Jira etc
• Demonstrated…