Help Desk Manager
Remote / Online - Candidates ideally in
Bloomington, Monroe County, Indiana, 47401, USA
Listed on 2026-02-21
Bloomington, Monroe County, Indiana, 47401, USA
Listing for:
F3 Design
Full Time, Remote/Work from Home
position Listed on 2026-02-21
Job specializations:
-
IT/Tech
HelpDesk/Support, IT Support, Technical Support, Systems Administrator
Job Description & How to Apply Below
Help Desk Manager
Department: Managed Services
Employment Type: Full Time
Location: One Net Global - Remote
Compensation: $70,000 - $80,000 / year
DescriptionManages 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
- 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
- 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
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