Help Desk Manager

Leading a team of IT support staff in a hybrid environment, the full-time Help Desk Manager will oversee daily operations, develop help desk procedures, and maintain service-level expectations while ensuring effective communication with stakeholders. Key responsibilities Maintain clear communication with users, IT leadership, and business stakeholders regarding service status and major incidents Develop and oversee help desk procedures, knowledge articles, and escalation paths while monitoring service-level expectations Lead and coach help desk personnel, ensuring effective ticket management and performance accountability Required qualifications Bachelor's degree in information technology, computer science, business, or a related field preferred; equivalent relevant experience may be considered 5 or more years of progressive help desk or end-user support experience, including at least four years in a supervisory or management capacity in a Microsoft 365 environment Experience creating operational documentation, knowledge-base content, and management reports Hands-on experience with Microsoft Entra ID, Intune, endpoint administration, and Microsoft Autopilot Experience supporting mobile smart devices and hybrid support workflows