Help Desk Manager

The Help Desk Manager is responsible for leading the help desk and technical support teams to ensure the high availability, security, and performance of all IT systems, including desktops, laptops, networks, and server/storage infrastructure. This role combines hands‑on leadership with strategic oversight of support operations, ensuring that both end‑users and critical backend systems receive prompt, effective, and reliable support. The manager will foster a customer‑centric culture while maintaining the integrity of the corporate network and server environment. Responsibilities include mentoring staff, managing ticket workflows/SLAs, enhancing technical documentation, and optimizing user satisfaction through effective troubleshooting and escalation processes. The Help Desk Manager is responsible for the performance, training, and strategic direction of resources such as Level 1 Desktop Support and Level 2 Technical Support Analysts. This role ensures that end‑users receive prompt, effective technical assistance, driving "shift‑left" initiatives to resolve issues at the lowest possible tier. Responsibilities: Recruit, train, mentor, and evaluate help desk technicians and desktop support staff, providing clear direction and professional development opportunities. Oversee the lifecycle management of endpoint devices (desktops, laptops, peripherals) and software deployment for end‑users. Work with IT infrastructure and security teams to ensure compliance with company security standards and resolve recurring technical issues. Monitor the ticketing system to ensure tickets are prioritized, assigned, and resolved within Service Level Agreement (SLA) targets. Set coverage schedules (including on‑call shifts) to ensure 24/7 support availability if required. Monitor team performance using KPIs (ticket volume, response time, resolution time), conduct performance reviews, and drive continuous improvements. Define, implement, and enforce help desk policies, procedures, and best practices. Coordinate the provisioning of workstations and software for new starters and ensure proper data archiving upon employee termination. Lead the team in maintaining internal infrastructure, including network, servers, storage systems, and telephone/video conferencing systems. Ensure security of the internal infrastructure against intrusion, malware, and virus threats, including patching and endpoint management. Assist in the development and implementation of disaster recovery plans, ensuring data backups are functional. Act as the highest escalation point for critical (Priority 1) infrastructure or user issues. Manage relationships with third‑party vendors for hardware/software support, licensing, and service renewals. Assist in IT budgeting, focusing on cost‑effective, durable, and scalable technology solutions. Requirements: Bachelor’s degree in Computer Science, Information Systems, or a related field (or equivalent work experience) 5+ years of experience in technical support/Service Desk, with at least 3+ years in a supervisory or Service Desk Team Lead role Strong knowledge of Windows Desktop/Laptop environments, MS Office 365, and imaging tools (e.g., SCCM, Intune) Proven ability to manage, train, and motivate technical staff to achieve performance goals utilizing leadership, negotiation, and conflict resolution skills Working knowledge of LAN/WAN/WLAN network troubleshooting (switches, routers, firewalls) Experience supporting server and storage environments (Active Directory, VMware, cloud platforms like Azure/AWS) Preferred Certifications: ITIL Foundation or higher, IT Service Management (ITSMv3), Microsoft Certified Systems Engineer (MSCE), CompTIA A+, and Network+ Excellent interpersonal skills including initiative, problem analysis, attention to detail, and sound judgement when making decisions Ability to multi‑task, handle high‑pressure situations, and communicate effectively with non‑technical staff Open to assigned flexible hours and on‑call rotation Strong written and verbal communication skills (with a focus on listening); superior telephone etiquette Bilingual – English and Spanish a plus Business Process Management experience Extensive working knowledge of all hardware/software concepts, including all supported Microsoft Project and network management tools Ability to exhibit professionalism in team environment while working with all levels Willingness to travel 20‑35% Physical Requirements: Ability to lift up to 25–50 pounds of IT equipment Occasional need to crawl under desks for cable management or equipment installation True Group is a transformative solutions provider. At True, we offer our employees a rewarding culture, professional growth, upward mobility, and the opportunity to maintain strong earning potential. For additional information regarding salary range for this position, as well as company benefits, please click here. #J-18808-Ljbffr True Group, Inc.