Help Desk Manager

Help Desk Manager

Our client, Xstrahl, is a global leader in the design and manufacture of Superficial Orthovoltage Medical X-ray Systems used in the treatment of cancers and dermatological disorders, with expertise extending to advanced X-ray systems for pre-clinical radiation biology research. With manufacturing facilities in the United States and the United Kingdom, an international network of distributors, more than 800 systems in the field, and roughly 55 new installations each year, Xstrahl is at the forefront of medical and scientific advancement, and its customers depend on it long after the sale closes.

About the Role

Xstrahl doesn't yet have a dedicated help desk. Customer tickets are currently triaged by our Quality Assurance/Regulatory Affairs (QARA) team, whose job is to determine whether a ticket must be registered as a medical device complaint, not to run a customer-facing support operation. There's no consistent process for acknowledging tickets, routing them, tracking resolution, or spotting trends.

They are hiring a Help Desk Manager to build that function from the ground up: intake rules, escalation paths, tier-1 troubleshooting, a knowledge base, reporting, and regulatory compliance. This is a hands-on builder-and-operator role; the kind of operation you've already built and run somewhere else. The majority of the work is customer-facing; you'll also provide first-line internal IT support for US staff, including Microsoft 365 and Zoho administration.

What You'll Do

• Build the help desk from scratch. Design and own the end-to-end process: intake, triage, escalation, and ownership, replacing today's informal, tribal-knowledge approach with a documented, repeatable system.
• Own the ticketing platform. Configure and administer Zoho Desk (or similar) so every ticket captures what's needed to route and resolve it: customer, product, serial number, issue type.
• Be the first point of contact. Acknowledge customers quickly, give them a real next step, and personally resolve tier-1 software and hardware issues without pulling in an engineer.
• Route what you can't resolve. Decide what gets escalated to a technical specialist and what gets flagged for further review, using written rules agreed with our QARA team, not judgment calls. You'll also work with QARA on regulatory compliance and periodic audits of tickets closed as non-complaints.
• Make self-service work. Build a real knowledge base: FAQs, troubleshooting guides, AI-assisted responses, and chatbot flows, so common issues resolve without a person in the loop.
• Turn ticket data into action. Track volume, aging, and resolution trends, and flag patterns to Customer Success and R&D leadership (a spike in a specific failure mode, for example), so recurring issues get fixed at the source.
• Make the process stick. Hold customers and internal teams to the new way of working, and manage coverage across US and European time zones so response times don't depend on which region happens to be awake.

What You'll Bring

• Associate degree in Information Technology, Computer Information Systems, or an equivalent combination of education and hands-on experience.
• 5+ years in customer support or help desk operations, including direct experience building a help desk function from the ground up.
• Hands-on expertise administering a help desk or CRM ticketing platform (Zoho Desk, Salesforce Service Cloud, Freshdesk, Zendesk, or similar), including configuring routing rules, escalation workflows, and reporting.
• A technical background with a track record of troubleshooting complex products, software, hardware, or both, and the ability to personally handle tier-1 technical support.
• Demonstrated experience building and scaling a knowledge base, including modern self-service tools such as AI-assisted responses, chatbots, and automated reply workflows.
• Strong analytical skills: comfortable pulling ticket data, spotting trends, and translating them into a clear story for leadership and engineering.
• A process-first mindset and the willingness to enforce new rules and change customer and internal-team behavior, even when it's initially unpopular.
• Comfortable in a low-volume, high-stakes environment (currently 15–40 tickets per week) where quality of response matters more than raw throughput.

Preferred

• Experience in a medical device or pharmaceutical environment.
• Experience operating in a regulated or quality-driven environment, though this role does not require regulatory or QARA expertise.

This is a full-time, in-person role based outside Atlanta, Georgia. Some flexibility in daily start/end time may be considered to improve coverage across US and international customers.