Help Desk Manager

Help Desk Manager Job Description The Help Desk Manager is skilled in IT management, customer service, problem-solving, and process improvement. The successful candidate will be an organized, proactive leader with a strong background in IT service management, customer service excellence, and team development. This position manages a team that supports multiple companies and locations. The Help Desk Manager is responsible for leading the team to provide excellent customer service and resolve all technical issues. Ultimately, the Help Desk Manager should ensure high-quality, consistent technical support to increase customer satisfaction while motivating and cultivating the help desk team. General Duties Manages and motivates a team of twelve (12) level 1-2 service desk engineers who receive assigned incident tickets, phone calls, emails, and other communications from customers requesting technical support for desktop, laptop, peripheral, and IT-related issues. Supervises the day-to-day operations of the help desk, setting and enforcing specific customer service standards while balancing strategic process improvements. Identifies, researches, and resolves complex technical problems. Creates and manages escalation procedures, ensuring service levels are maintained. Documents, tracks, and monitors problems to ensure timely resolution. Ensures that all support requests are well-documented in the IT ticketing system, from the creation of the ticket to the successful resolution. Manages and improves the IT knowledge base system. Schedules help desk coverage during normal business hours and for on-call support as required. Works with IT support team resources to ensure processes are created and followed to inform, track, and support customers. Communicates regularly with internal customers, team members, and management regarding all aspects of help desk operations and ongoing technical issues. Provide IT support to internal customers as needed. Creates and manages reports for upper-level management on all aspects of IT technical management, including SLA compliance and team performance metrics. Monitors and manages support solutions and problem management provided by the team to ensure efficiency, accuracy, and completeness. Develops and implements problem escalation procedures and ensures consistent execution of new processes. Isolates recurring problems and trends to ensure troubleshooting efforts are effective and that permanent solutions are found. Mentors and develops team members, identifying areas for improvement and opportunities for career advancement. Leads by example, projecting a positive attitude and a willingness to mentor and support others as needed. Ensures that assigned corporate infrastructure systems are properly maintained, patched, updated, backed up, and secure. Skills and Qualifications At least three (3) years of experience managing IT Service/Help Desk operations supporting at least 500 endpoints. Proven experience in hiring, developing, and, when necessary, terminating employees while ensuring a fair and professional process. Strong initiative, organizational skills, attention to detail, sound business judgment, and excellent written and verbal communication skills. Experience with networks, endpoint protection, patch management, and computer hardware. Proven ability to motivate, develop, and direct team members effectively. Experience working in a fast-paced, cross-functional, and multi-team environment. Ability to work independently, receiving direction and producing results in a timely manner with minimal oversight. Prioritizes tasks to meet deadlines while producing high-quality results. Excellent communication skills, both written and verbal, with users, customers, and other IT personnel. ITIL Foundation Certification is a plus. Knowledge of project management is a plus. MSP experience is preferred. Experience with a help desk ticketing system is required; knowledge of ConnectWise and Automate is a plus. Strong conflict resolution and adaptability, thriving in dynamic, fast-paced environments. Performance Goals SLA Adherence: Meet or exceed established SLAs for response and resolution times across customers and service classes. Service Desk KPIs Reporting: Provide monthly reports to management on key service desk KPIs, including ticket volume, response times, resolution times, customer satisfaction, and first-call resolution rates. Identify trends and recommend areas for improvement based on the data. Customer Satisfaction: Maintain customer satisfaction above 95% for all support interactions. Team Development: Implement quarterly team training sessions, achieving a 95% participation rate. Process Improvement: Identify and implement at least two process improvements per quarter to streamline support operations. Timesheets: Maintain accurate daily timesheet entries and submit the weekly timesheet by the end of business on Monday following the end of the period. Education Requirements BS degree in Computer Science, Information Technology, or relevant field preferred ITIL Foundation Certification preferred