Help Desk Manager

This role is nearly fully remote but will require 1 day a month in the office but often times it's less. They get the leaders together bi-monthly and also like to do architecture meetings in person from time to time so all candidates must reside in the Great Phoenix Metro.

We are looking for an experienced and hands-on IT Help Desk Manager who has a proven track record of developing high-performing teams. This role will involve mentoring and training an 15+ person help desk team, while also putting in place the necessary processes, KPIs, and metrics to drive service excellence. The ideal candidate has climbed the ranks in help desk support and evolved into a leadership role, bringing both technical expertise and strong management skills.

Your role will be instrumental in leveling up the team, improving processes, and ensuring that the help desk operates efficiently across multiple locations in the U.S. If you are passionate about developing people, establishing a results-driven culture, and implementing key performance indicators (KPIs) and metrics, we would love to have you on board.

Key Responsibilities:

• Manage, mentor, and develop a team of 15+ help desk technicians, focusing on their growth and skill development.
• Implement and refine processes, KPIs, and metrics for ticket management, resolution times, and service efficiency.
• Lead the team in delivering high-quality support across multiple office locations and states.
• Ensure the timely and effective handling of help desk tickets, adhering to resolution time SLAs and minimizing service disruptions.
• Analyze help desk data to identify areas for improvement and implement necessary changes to enhance team performance.
• Foster a culture of continuous learning and improvement, providing ongoing training and development for the help desk staff.
• Evaluate and improve the use of the ticketing system (Service Desk Plus or similar), ensuring optimal performance for end users.
• Collaborate with IT leadership to align help desk operations with overall IT strategy and business objectives.
• Assist with high-priority escalations and remain hands-on for troubleshooting complex technical issues when necessary.
• Maintain strong relationships with internal and external stakeholders, ensuring that customer satisfaction is consistently met or exceeded.

Qualifications:

• Proven experience as a Help Desk Manager or in a similar leadership role within IT support.
• Strong background in technical support, having risen through the ranks to a management position.
• Experience mentoring, training, and developing help desk staff to enhance performance and customer satisfaction.
• Solid understanding of help desk processes, ticketing systems, and metrics such as resolution times, ticket categories, and KPIs.
• Experience managing a distributed team across multiple locations.
• Familiarity with Service Desk Plus or similar ticketing systems.
• Strong communication and leadership skills, with a demonstrated ability to manage teams and drive results.

Preferred:

• Experience setting up or significantly scaling a help desk team from scratch.
• Knowledge of ITIL best practices or relevant certifications is a plus.

If you are a hands-on leader with a passion for building and developing help desk teams and a drive to implement processes that lead to measurable success, we encourage you to apply and take on this pivotal role in our growing IT department.