Help Desk Manager

Salary: USD90000 - USD90000 per year About the Role We are seeking an experienced, hands‑on IT Manager to lead and scale our IT Help Desk operations. This role is responsible for managing a team of support professionals, driving service excellence, and continuously improving support processes and performance. The ideal candidate is a strong people leader with deep technical expertise, a customer‑first mindset, and a proven ability to mentor teams and optimize IT support environments. Key Responsibilities Team Leadership & Management (50%) Lead, coach, and develop a team of IT Support Specialists and Supervisors, promoting accountability and high performance Conduct performance evaluations, provide ongoing feedback, and support career development Manage staffing, scheduling, PTO tracking, and recruiting efforts Address performance issues proactively and reinforce expectations Develop and maintain training plans to enhance team capabilities Conduct regular 1:1 meetings to review performance, trends, and priorities Foster a positive, collaborative team culture with strong employee engagement Operational Support & Strategy Partner with IT leadership to ensure proper Help Desk coverage, including holidays Support workforce planning and resource allocation Track and analyze service metrics to drive continuous improvement Strengthen team capability across a broad range of systems and technologies Support Team Leadership Oversee and manage the Help Desk ticket queue, ensuring timely resolution Analyze trends, recurring issues, and performance data to identify improvements Serve as an escalation point for complex or high‑priority issues Collaborate with cross‑functional teams to resolve technical challenges Act as backup leader when senior IT leadership is unavailable Support high‑sensitivity systems requiring accuracy and accountability Participate in an on‑call rotation for after‑hours support Technical Support Troubleshoot and resolve hardware, software, and end‑user issues Install, configure, and maintain systems and equipment Provide onsite and remote support as needed Recommend and implement solutions to improve system performance and user experience Qualifications Required Experience & Skills 5+ years of IT Help Desk experience supporting end users 5+ years of leadership or supervisory experience in IT support Proven ability to mentor and develop technical teams Strong technical expertise in: Windows operating systems Microsoft Office and collaboration tools Desktop hardware and software troubleshooting Excellent communication and customer service skills Strong problem‑solving and organizational abilities Experience handling escalations and supporting users with varying technical skill levels Education & Certifications Associate's degree in IT, Business, or related field, or equivalent combination of experience and certifications Relevant certifications (CompTIA A+, Network+, CCNA, MCP, etc.) preferred Yes, I am currently eligible to work (work permit/visa/citizenship) in the country to which I am applying. No, I am not currently eligible to work (work permit/visa/citizenship) in the country to which I am applying. Thank you for submitting your application. #J-18808-Ljbffr