Help Desk Manager

Salary: USD
90000 - USD
90000 per year

We are seeking an experienced, hands‑on IT Manager to lead and scale our IT Help Desk operations. This role is responsible for managing a team of support professionals, driving service excellence, and continuously improving support processes and performance. The ideal candidate is a strong people leader with deep technical expertise, a customer‑first mindset, and a proven ability to mentor teams and optimize IT support environments.

• Team Leadership & Management (50%)
• Lead, coach, and develop a team of IT Support Specialists and Supervisors, promoting accountability and high performance
• Conduct performance evaluations, provide ongoing feedback, and support career development
• Manage staffing, scheduling, PTO tracking, and recruiting efforts
• Address performance issues proactively and reinforce expectations
• Develop and maintain training plans to enhance team capabilities
• Conduct regular 1:1 meetings to review performance, trends, and priorities
• Foster a positive, collaborative team culture with strong employee engagement

• Partner with IT leadership to ensure proper Help Desk coverage, including holidays
• Support workforce planning and resource allocation
• Track and analyze service metrics to drive continuous improvement
• Strengthen team capability across a broad range of systems and technologies

• Oversee and manage the Help Desk ticket queue, ensuring timely resolution
• Analyze trends, recurring issues, and performance data to identify improvements
• Serve as an escalation point for complex or high‑priority issues
• Collaborate with cross‑functional teams to resolve technical challenges
• Act as backup leader when senior IT leadership is unavailable
• Support high‑sensitivity systems requiring accuracy and accountability
• Participate in an on‑call rotation for after‑hours support

• Troubleshoot and resolve hardware, software, and end‑user issues
• Install, configure, and maintain systems and equipment
• Provide onsite and remote support as needed
• Recommend and implement solutions to improve system performance and user experience

• 5+ years of IT Help Desk experience supporting end users
• 5+ years of leadership or supervisory experience in IT support
• Proven ability to mentor and develop technical teams
• Strong technical expertise in:
• Windows operating systems
• Microsoft Office and collaboration tools
• Desktop hardware and software troubleshooting
• Excellent communication and customer service skills
• Strong problem‑solving and organizational abilities
• Experience handling escalations and supporting users with varying technical skill levels

• Associate's degree in IT, Business, or related field, or equivalent combination of experience and certifications
• Relevant certifications (CompTIA A+, Network+, CCNA, MCP, etc.) preferred

Yes, I am currently eligible to work (work permit/visa/citizenship) in the country to which I am applying. No, I am not currently eligible to work (work permit/visa/citizenship) in the country to which I am applying.

Thank you for submitting your application.