Help Desk Manager

Job Description

Job Description

We are looking for an experienced Help Desk Manager to lead a distributed support team serving employees across San Diego, California and other locations. This role is responsible for maintaining high service standards, guiding team performance, and ensuring ticket volume is handled efficiently in a fast-paced environment. The ideal candidate brings strong service management expertise, sound judgment with escalations, and the confidence to communicate clearly with both technical staff and senior leadership.

Responsibilities:
• Lead and mentor a multi-site help desk team, setting clear expectations and fostering consistent service delivery across locations.
• Oversee daily ticket operations, balancing workloads and driving timely resolution for fluctuating support volumes.
• Monitor service desk performance through analytics and reporting, using data to identify trends and improve team effectiveness.
• Manage escalations with urgency and professionalism, ensuring complex issues are addressed and communicated appropriately.
• Support team development by coaching staff, preparing lead-level talent for growth, and contributing to performance review activities.
• Maintain and improve asset records and system data accuracy through regular audits and cleanup efforts.
• Coordinate support workflows within IT service management platforms such as Freshservice and ServiceNow integrations as needed.
• Partner with leadership and cross-functional teams to provide updates, highlight risks, and recommend operational improvements.
• Contribute to hands-on ticket closure as needed, including sharing responsibility for resolving a portion of incoming requests.
• Travel occasionally to support team alignment, operational needs, or site-level service requirements.• 5+ years of experience in help desk or service desk leadership within an IT support environment.
• Demonstrated success managing ticket-driven support operations and leading service desk teams across multiple locations.
• Strong knowledge of ITSM practices, service desk workflows, and ticket management platforms such as Freshservice or Freshdesk.
• Experience producing operational reports, analyzing service metrics, and using data to improve support performance.
• Working knowledge of Active Directory, deskside support, and Microsoft Office 365 environments.
• Ability to communicate effectively with frontline teams, stakeholders, and executive leadership during routine operations and escalations.
• Familiarity with asset management processes and maintaining accurate support system records.
• Exposure to technologies such as Autodesk, Azure API Management, Intune, or PowerShell is beneficial.