Help Desk Manager

New

Skills

Help Desk Management Identity Management ITSM Tools macOS Support SaaS Operations SLA Management Team Leadership Ticketing Systems Windows Support Workflow Automation

As an IT Help Desk Manager, you will lead and develop a high-performing Help Desk team, ensuring accountability and continuous improvement in service delivery. You will own help desk operations end-to-end, managing ticket queues, SLAs, and service quality to enhance customer satisfaction.

Key Responsibilities
  • Lead and develop a Help Desk team to enhance service delivery.
  • Manage help desk operations, including ticket queues and SLAs.
  • Establish workflows, runbooks, and escalation paths to minimize resolution times.
  • Track and report on CSAT, SLAs, and time-to-resolution metrics.
  • Administer ITSM tools and platforms to support scalable service delivery.
  • Identify and implement automation solutions to improve productivity.
Requirements & Qualifications
  • 3-5 years of IT support experience, with 1-2 years in a leadership role.
  • Proven experience in managing a help desk or IT support function in a dynamic environment.
  • Hands-on experience with ITSM platforms like Jira Service Management, Zendesk, or ServiceNow.
  • Strong knowledge of macOS and Windows environments, SaaS admin, and endpoint management.
  • Experience with identity and access management tools such as Okta and JumpCloud.
  • Familiarity with BetterCloud for SaaS operations and workflow automation.

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Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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