Helpdesk Manager

Helpdesk Manager

Our client is a growing national organization supporting critical infrastructure and field operations across the United States. The company has a distributed workforce that includes corporate employees as well as field-based professionals who rely heavily on technology to perform their work.

The IT organization is continuing to mature and invest in its service delivery model, creating an opportunity for a hands-on support leader to influence processes, technology decisions, and the future direction of the helpdesk function.

We are seeking an experienced Helpdesk Manager to lead a team of Level 1 and Level 2 support professionals responsible for providing technical assistance to employees across the organization.

This position is ideal for someone who has grown through a technical support or service desk environment and has successfully transitioned into leadership. The Helpdesk Manager will be responsible for team performance, service levels, escalations, ticket management, documentation, inventory, and continuous improvement.

The organization is looking for a leader who can bring structure and accountability to the support function while remaining technically knowledgeable enough to coach the team and assist with complex issues when necessary.

This position will also have meaningful input into future technology decisions, including the evaluation and implementation of new tools, automation, and support processes.

Key Responsibilities:

• Lead, coach, and develop a team of approximately ten Level 1 and Level 2 technical support professionals.
• Oversee daily service desk activities and ensure requests and incidents are handled accurately and efficiently.
• Monitor service-level performance, ticket volumes, response times, escalations, and other support metrics.
• Establish clear expectations and accountability across the helpdesk team.
• Develop, document, and continuously improve IT support procedures and workflows.
• Identify opportunities to automate repetitive support activities and improve overall service delivery.
• Maintain strong processes around technology governance, documentation, and knowledge management.
• Oversee hardware, software, and IT asset inventory.
• Support troubleshooting across desktop hardware, software, mobile devices, and Microsoft-based technologies.
• Ensure proper tracking and resolution of requests through the ticketing platform.
• Manage escalated technical issues and coordinate with infrastructure, network, security, and other IT teams when needed.
• Support employees using mobile technology, including iPads and Android devices.
• Participate in discussions surrounding future technology tools, platforms, and service desk improvements.
• Evaluate existing processes and recommend changes that improve efficiency, consistency, and the end-user experience.
• Build strong relationships with internal employees, field personnel, technical teams, and IT leadership.

Qualifications:

• 3–5+ years of experience in helpdesk, desktop support, service desk, or a related technical support function.
• 2+ years of experience in a supervisor, team lead, or management capacity.
• Previous experience directly leading technical support employees.
• Strong knowledge of Microsoft-based technology environments.
• Hands-on understanding of hardware and software troubleshooting.
• Experience managing service levels, ticket queues, escalations, and helpdesk performance metrics.
• Experience with ticketing or IT service management platforms; Jira experience is strongly preferred.
• Knowledge of IT asset and inventory management.
• Experience developing and documenting technical processes and standard operating procedures.
• Ability to identify opportunities for automation and process improvement.
• Strong coaching and performance-management skills.
• Ability to communicate effectively with both technical and non-technical employees.
• Comfortable serving as an escalation point when complex or urgent support issues arise.
• Ability to work onsite in Irving, Texas.