Help Desk Manager DOE

We’re looking for an experienced Helpdesk Manager to lead the day-to-day operations of our IT Helpdesk and serve as a senior technical resource for the team.

This is a hands-on leadership role for someone who can balance people management, service delivery, process improvement, and technical support. The Helpdesk Manager will own the Helpdesk function, including ticket queues, SLAs, escalations, team performance, reporting, and customer satisfaction, while helping move IT toward a more proactive, service-oriented operation.

• Lead daily Helpdesk operations, including ticket queues, prioritization, escalations, SLAs, and service performance
• Manage, coach, and develop Helpdesk Technicians and support personnel
• Establish clear ticket handling standards, workflows, and accountability expectations
• Monitor ticket volume, backlog, response times, resolution times, and customer satisfaction
• Handle escalated incidents and complex technical issues as a working manager
• Support VIP/executive requests, major deployments, upgrades, and critical incidents as needed
• Improve Helpdesk policies, procedures, documentation, and knowledge base resources
• Identify recurring issues, service trends, and opportunities to automate or improve support processes
• Partner with Infrastructure, Security, Business Systems, and department leaders to improve service delivery
• Develop dashboards, KPIs, and operational reporting for IT leadership

• The Helpdesk team is responsive, accountable, and customer-focused
• Tickets are prioritized and resolved based on business impact and urgency
• SLAs, response times, and resolution times are consistently tracked and improved
• Support processes are documented, scalable, and continuously refined
• End users receive timely, professional communication during incidents and outages
• Data is used to guide staffing, service delivery, and process improvement decisions

• 5+ years of progressive IT support experience
• 2+ years of leadership, supervisory, or team lead experience
• Experience managing ticket queues and support operations
• Strong understanding of Helpdesk and end-user support best practices
• Experience with service management platforms and ticketing systems
• Strong communication, organization, leadership, and problem-solving skills
• Ability to balance operational management with hands-on technical support

• ITIL Foundation certification or equivalent service management experience
• Experience developing KPIs, SLAs, dashboards, and operational reporting
• Experience leading process improvement initiatives
• Experience supporting Microsoft 365, Windows environments, endpoint management, and common business applications

Santa Ana

Monday - Friday 7:00am- 4:00pm

If you’re a hands-on IT leader who enjoys building strong support teams, improving service delivery, and creating a better end-user experience, we’d like to connect.