Help Desk Manager; Remote

Sunrise,FL - USA Position Requirements

Lead, supervise, and develop the Service Desk team, providing coaching, guidance, performance feedback, and accountability. Oversee daily Service Desk operations, including staffing, workload distribution, ticket queues, priorities, and escalations. Utilize Service Now to manage and monitor incidents and service requests, ensuring tickets are properly documented, categorized, prioritized, assigned, escalated, and resolved. Monitor Service Desk SLAs and KPIs, including response times, resolution times, ticket backlog, aging, and service quality.

Proactively address tickets approaching SLA thresholds and ensure appropriate escalation when necessary. Develop and maintain Service Now dashboards and reports to provide visibility into Service Desk performance and trends. Provide regular reporting to IT leadership on Service Desk KPIs, SLAs, quality metrics, trends, and areas requiring improvement. Monitor Service Desk calls and customer interactions using Zoom Contact Center to evaluate service quality and identify coaching and training opportunities.

Serve as a primary escalation point for dissatisfied users, sensitive support situations, and service-related concerns, ensuring issues are handled professionally and brought to an appropriate resolution. Coach Service Desk personnel on communication, professionalism, customer service, de-escalation, and effective issue ownership. Ensure the Service Desk follows established standard operating procedures, documentation requirements, escalation processes, and information security policies. Assist with and oversee IT activities associated with employee onboarding and offboarding, ensuring accounts, access, equipment, licensing, and related requests are completed accurately and on schedule.

Coordinate with Infrastructure, Security, Applications, and other IT teams to facilitate timely issue resolution. Maintain and improve Service Desk procedures, knowledge-base articles, support documentation, and standard operating procedures. Identify opportunities for automation, self-service, process improvement, and increased Service Desk efficiency Train and coach Service Desk personnel to maintain the technical, customer service, and procedural knowledge required for their roles. Ensure appropriate security practices are followed, including identity verification, access management, data handling, and escalation of potential security incidents.

Minimum of 5 years of hands-on Service Now experience in a Service Desk or IT support environment. Demonstrated experience using Service Now for incident management, service requests, queue management, SLA monitoring, dashboards, and operational reporting. Previous experience leading, supervising, or managing a Help Desk, Service Desk, or IT support team. Experience supporting and operating within a Microsoft 365 enterprise environment. Working knowledge of Microsoft 365 services and enterprise end-user support, including Microsoft Entra  (Azure AD), Exchange Online, Microsoft Teams, Outlook, One Drive, and SharePoint Online.

Understanding of Microsoft 365 identity, authentication, account provisioning, licensing, access, and common end-user support issues. Excellent customer service, communication, and interpersonal skills, with demonstrated experience handling escalated or challenging customer situations. Ability to remain professional and effectively manage sensitive user escalations. Strong conflict-resolution, de-escalation, and problem-solving skills. Experience managing and reporting Service Desk SLAs, KPIs, and quality metrics. Strong understanding of IT Service Management, incident management, service request management,…