IT Helpdesk Manager

Role Overview

• Overseeing the daily operations of the Information Technology (IT) Helpdesk team.
• Ensure timely and effective resolution of technical issues.
• Manage the IT managed service provider, maintain service level agreements (SLAs).
• Contribute to the continuous improvement of IT support processes and infrastructure.
• Work with the MSP on staffing, scheduling, and workload distribution to ensure adequate coverage and efficient service delivery.
• Define and track key performance indicators (KPIs) and service level agreements (SLAs) for helpdesk operations.
• Oversee the ticketing system to prioritize, track, and resolve all incoming support requests (phone, email, slack).
• Ensure prompt and accurate resolution of technical issues across hardware and software.
• Develop, implement, and maintain helpdesk procedures, standards, and best practices.
• Manage the escalation process for unresolved issues, ensuring effective communication and collaboration with higher-tier support teams or external vendors.
• Maintain an up-to-date inventory of IT assets and manage equipment lifecycle (procurement, deployment, disposal).
• Manage onboarding and offboarding procedures and processes.
• Serve as an escalation point for complex or critical technical problems.
• Stay current with emerging technologies and industry best practices.
• Develop and maintain a comprehensive knowledge base, including self-service documentation, troubleshooting guides, and FAQs for common issues.
• Participate in the planning and execution of IT projects, ensuring the helpdesk team is prepared to support new systems and applications.
• Champion a customer-centric approach to support, ensuring all users receive professional, courteous, and timely assistance.
• Monitor user satisfaction and implement initiatives to improve the overall service experience.
• Communicate planned outages, system updates, and critical information to end-users effectively.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent practical experience).
• 6 + years of experience in IT support, with at least 3+ years in a leadership or managerial role.
• Proven expertise in managing and administering current operating systems (Windows, macOS), MDM technology (Intune and JAMF), productivity suites (e.g., Microsoft 365, Google Workspace), and connectivity fundamentals (TCP/IP, DNS, ZTNA).
• Strong working knowledge of ITIL principles and experience applying them to a helpdesk environment (ITIL Foundation certification is a plus).
• Expertise with helpdesk ticketing and asset management systems.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Demonstrated ability to manage multiple priorities and work effectively under pressure.

Tech Stack

• DNS
• Jamf
• MacOS
• TCP/IP

Benefits

• Flexible work arrangements
• Professional development opportunities