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Information Technology Help Desk Manager
Job in
Portland, Multnomah County, Oregon, 97204, USA
Listed on 2026-10-17
Listing for:
Talantir
Full Time
position Listed on 2026-10-17
Job specializations:
-
IT/Tech
IT Support, Systems Administrator, HelpDesk/Support
Job Description & How to Apply Below
LHH is hiring an IT/Help Desk Manager to oversee the overall performance, quality, and efficiency of the Managed Services help desk function. This role leads day-to-day service delivery and NOC administration across multiple client environments, ensuring adherence to Service Level Agreements (SLAs), consistent customer experience, and continuous operational improvement.
Key Responsibilities- Own day-to-day help desk operations across multiple managed services clients
- Ensure consistent delivery of services in accordance with contractual SLAs and KPIs
- Monitor ticket queues, workload distribution, and service trends to maintain performance standards
- Act as the primary escalation point for high-severity incidents and client-impacting issues
- Coordinate incident resolution efforts across internal teams, vendors, and third-party providers
- Lead, mentor, and manage Tier 1–3 help desk technicians
- Assign work, manage schedules, and ensure appropriate coverage for business hours and on-call support
- Conduct performance reviews, coaching sessions, and skills development planning
- Support onboarding, training, and ongoing enablement of technical staff
- Foster a customer-focused, accountable, and collaborative team culture
- Serve as an operational liaison for assigned MSP clients
- Participate in service reviews, operational check-ins, and escalation calls as needed
- 5+ years of experience in IT support or service desk environments
- 2+ years of experience in a supervisory or management role
- Prior experience in a Managed Services Provider (MSP) environment strongly preferred
- Strong understanding of IT service management principles and SLA-driven support
- Demonstrated ability to manage multiple priorities across diverse client environments
- Excellent communication, leadership, and customer service skills
- Experience with ITSM platforms (e.g., Service Now, Connect Wise, Jira Service Management)
- Adept across Microsoft 365, Active Directory/Entra , endpoint management, NOC, networking fundamentals
- ITIL Foundation, CompTIA certifications are highly preferred
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