Help Desk Manager

Job Description

Responsible for overseeing an IT support team, overseeing daily operations to resolve technical issues for users, ensuring high customer satisfaction by setting standards, training staff, managing tickets, and analyzing performance data to drive continuous improvement in service delivery. Bridge technical support with management, handling staffing, resources, and reporting on key metrics like resolution times and team productivity.

• Team Leadership:
  Recruit, train, mentor, and manage help desk technicians and representatives.
• Operational Oversight:
  Manage daily ticket flow, assign tasks, ensure prompt resolution, and maintain service level agreements (SLAs).
• Process Improvement:
  Implement best practices, set support policies, and identify recurring issues to enhance service quality.
• Performance Monitoring:
  Track metrics (e.g., ticket volume, resolution time, customer satisfaction) and generate reports for upper management.
• Resource & Tool Management:
  Manage support tools, recommend new technologies, and handle vendor relationships.
• Communication:
  Act as a liaison between the support team, users, and other departments, advocating for team needs and translating support data.
• Strong technical background (often a degree in a computer-related field).
• Excellent leadership, problem‑solving, and customer service skills.
• Experience with IT service management (ITSM) principles and ticketing systems.
• PC skills with emphasis on Windows operating systems and Microsoft Office software, including PC troubleshooting skills (both hardware and software).
• An understanding of servers, virtual drives, and directory structures.
• Handles multiple projects with changing priorities and is able to handle frequent interruptions positively.

• 5+ years of directly related experience in IT support
• Hold an ITIL v4 certification.
• Must be a U.S. citizen
• A secret security clearance

• Preference for a Bachelor's degree and a minimum of 5 years of relevant experience.