Helpdesk Manager

Job Description

Job Description

Legend Networking and Telecom is seeking an experienced Helpdesk Manager to lead our technical support team and improve the structure, accountability, and measurable performance of our Helpdesk department.

This is a leadership-focused role, not a ticket-heavy technician role. The Helpdesk Manager will be responsible for leading onsite and remote team members, managing helpdesk metrics, improving ticket flow, coaching technicians, strengthening documentation standards, and helping create a scalable support department.

The ideal candidate has experience managing a helpdesk or technical support team, understands ticketing systems and escalation processes, and knows how to lead people through clear expectations, measurable goals, accountability, and professional development.

Key Responsibilities

• Lead daily Helpdesk operations for onsite and remote team members.
• Manage team performance using ticket metrics, service goals, documentation standards, and accountability.
• Monitor ticket backlog, aging tickets, response times, resolution times, escalations, and reopened tickets.
• Ensure tickets are properly assigned, documented, updated, escalated, and closed.
• Coach and develop CSR, Tier 1, Tier 2, and Tier 3 support team members.
• Conduct regular team meetings, one-on-ones, and performance reviews.
• Identify training needs, skill gaps, and performance concerns.
• Improve client communication, ticket ownership, and follow-through.
• Ensure team members follow documented procedures and escalation paths.
• Work with management to report Helpdesk performance, staffing needs, retention risks, and process improvement opportunities.
• Coordinate with Projects, Break-Fix, Procurement, Sales, and Accounting when support issues require cross-department involvement.
• Help build a stable, accountable, professional, and client-focused Helpdesk team.