Help Desk Manager

Help Desk Manager

Department: Managed Services

Employment Type: Full Time

Location: One Net Global - Remote

Compensation: $70,000 - $80,000 / year

Description

Manages the client facing Help Desk to ensure that we deliver exceptional and timely support to all end users.

Key Responsibilities

• Team Leadership

• Lead, coach, and develop the Technical Support Engineer I and Support Services Coordinator roles to ensure consistent, high-quality delivery.

• Conduct regular 1:1s, performance check-ins, and support professional development

• Foster a culture aligned with our organizational core values of All In, Own It, and Thrive Together.

• Service Delivery Oversight and Client Communication

• Ensure timely and effective resolution of client issues, focusing on SLA achievement, client satisfaction, and quality of work.

• Oversee triage, ticket prioritization, and escalations in coordination with our AI tools.

• Review open ticket aging, ticket hygiene, time entry quality, and adherence to standards.

• Ensure clients receive timely, clear, and professional communication throughout the support lifecycle.

• Act as an escalation point for complex or sensitive client situations.

• Process Management

• Maintain and improve operational processes such as ticket workflow, documentation standards, escalation paths, and dispatch procedures.

• Drive continual service improvement across Help Desk functions, including efficiency, communication flow, and client experience.

• Reporting, Metrics, & Performance Tracking

• Monitor and report on KPIs such as SLA compliance, ticket volume, ticket aging, customer satisfaction, and ticket performance.

• Use reports to identify trends, bottlenecks, and opportunities for improvement.

• Perform other duties as assigned

Skills, Knowledge & Expertise

• High School Diploma (College degree preferred)

• 5+ years working for an MSP

• 3+ years managing a support team

• ITIL v4 certification preferred

• Experience with Connectwise Manage, Ninja One, IT Glue, and Auvik preferred

Interfaces and Expectations

Interfaces

• Reports to the Support Services Manager

• Communicate with internal teams, outside vendors, & clients as needed
Expectations

• All communications will be timely and conducted with business standards

• Work with Support Services Manager to ensure that all support processes are consistent and followed by all.

• Metrics will be determined