Position Summary:
- We are seeking an experienced IT Help Desk Manager with strong technical, leadership, and client-service skills to join our growing team.
- This remote position combines hands-on technical support with responsibility for managing help desk operations, technician performance, ticket quality, resource allocation, and continuous 24/7 support coverage.
- The ideal candidate has experience working in a managed service provider environment, coordinating remote and field technicians, managing IT projects, and communicating directly with clients.
- This individual will ensure that support tickets are properly prioritized, assigned, documented, escalated, and resolved in accordance with established procedures and service expectations.
- Professional fluency in spoken and written English is required.
Help Desk Management:
- Manage daily help desk operations and ticket queues.
- Ensure tickets are acknowledged, prioritized, assigned, escalated, and resolved promptly.
- Review ticket volume, technician availability, client impact, and service priorities throughout the day.
- Identify aging, stalled, reopened, overdue, misrouted, and unassigned tickets and ensure corrective action is taken.
- Reassign tickets and adjust resources as service demands change.
- Ensure critical and high-priority issues receive immediate attention and appropriate escalation.
- Monitor ticket response and resolution times against established service-level expectations.
- Serve as the primary escalation point for complex, urgent, or sensitive client issues.
Ticket Quality and Process Compliance:
- Perform regular spot checks of open and closed support tickets.
- Verify that technicians follow established troubleshooting, documentation, communication, escalation, and closure procedures.
- Ensure ticket notes clearly describe the reported issue, troubleshooting performed, actions taken, client communications, and final resolution.
- Confirm that ticket categories, priorities, statuses, assignments, time entries, and resolution codes are accurate.
- Provide technicians with coaching and corrective guidance when documentation or process requirements are not met.
- Track recurring quality concerns and recommend process, training, or system improvements.
24/7 Coverage and Resource Coordination:
- Develop and maintain staffing, shift, backup, and on-call plans that support help desk operations 24 hours a day, seven days a week.
- Coordinate coverage for overnight shifts, weekends, holidays, planned leave, absences, and periods of increased demand.
- Monitor workloads across technicians and shifts to ensure tickets are distributed appropriately.
- Coordinate clear handoffs between shifts, including ticket ownership, outstanding issues, risks, and required next steps.
- Mobilize additional resources during major incidents, service interruptions, or unexpected increases in ticket volume.
- Maintain current after-hours escalation procedures and contact lists.
- Coordinate internal resources, field technicians, vendors, and third-party providers as needed.
Technical Support:
- Provide advanced technical support to clients by telephone, email, and remote-support sessions.
- Perform remote installation, configuration, maintenance, and troubleshooting of computers, laptops, printers, network equipment, and related peripherals.
- Troubleshoot hardware, software, network-connectivity, access, security, and performance issues.
- Configure and support Microsoft Windows, Microsoft 365, Active Directory, Cisco Meraki, routers, switches, wireless equipment, and related technologies.
- Assist field technicians who are working at client locations by providing instructions, remote diagnostics, technical guidance, and escalation support.
- Personally handle complex incidents when additional expertise is required.
- Ensure technical solutions follow company standards and cybersecurity best practices.
Team Leadership:
- Supervise, coach, and support help desk technicians.
- Establish clear expectations for ticket ownership, productivity, documentation, customer service, professional conduct, and communication.
- Conduct regular team meetings, coaching sessions, ticket reviews, and performance discussions.
- Identify training needs and help technicians strengthen their technical and client-service skills.
- Promote accountability, teamwork, constructive communication, and consistent service across all shifts.
- Address performance or process concerns promptly and document required improvement actions.
Client and Project Coordination:
- Communicate clearly and professionally with clients regarding technical issues, priorities, status, and resolution.
- Build strong client relationships and help ensure a seamless technical-support experience.
- Coordinate IT projects, deployments, upgrades, and installations.
- Define responsibilities, schedules, deliverables, technical requirements, and client expectations.
- Work with technical teams, field personnel, vendors, and clients to keep projects on schedule.
- Provide pre-sales and post-sales technical support when needed.
Documentation and Reporting:
- Track, document, and escalate issues through the company’s ticketing system.
- Maintain help desk procedures, escalation standards, quality-review checklists, technical documentation, and knowledge-base articles.
- Monitor and report on ticket volume, response time, resolution time, backlog, reopen rates, escalations, process compliance, and customer satisfaction.
- Analyze support trends to identify recurring problems, resource needs, training opportunities, and service improvements.
- Provide regular operational updates and recommendations to company leadership.
Required Qualifications:
- At least five years of IT support, help desk, or field-service experience.
- Previous experience supervising, leading, or coordinating technical-support personnel.
- Demonstrated experience managing help desk queues, ticket priorities, escalations, and service expectations.
- Strong knowledge of Microsoft Windows operating systems, Microsoft 365, Active Directory, Cisco Meraki, and networking concepts.
- Experience configuring and troubleshooting computers, printers, routers, switches, wireless networks, and related equipment.
- Excellent troubleshooting, problem-solving, organizational, and decision-making skills.
- Ability to manage multiple priorities and work independently in a fast-paced remote environment.
- Strong leadership and client-relationship skills.
- Professional fluency in spoken and written English.
- Ability to communicate technical information clearly to both technical and nontechnical audiences.
- Reliable internet connectivity and a work environment suitable for remote technical support.
Preferred Qualifications:
- Experience working for a managed service provider.
- Familiarity with remote monitoring and management and professional services automation platforms.
- CompTIA, Microsoft, Cisco, ITIL, or related certifications.
- Knowledge of cloud services, backup systems, cybersecurity practices, identity management, and endpoint protection.
- Experience coordinating IT projects and field-service activities.
- Previous experience providing pre-sales or post-sales technical support.
Performance Expectations:
- Reliable 24/7 help desk coverage.
- Timely ticket acknowledgment, prioritization, assignment, escalation, and resolution.
- Compliance with ticket documentation and support procedures.
- Achievement of established service-level targets.
- Reduction in aging, stalled, reopened, overdue, and unassigned tickets.
- Effective workload distribution and shift handoffs.
- Quality and consistency of technician coaching.
- Client satisfaction and professional handling of escalations.
- Accurate reporting and continued improvement of help desk operations.
Schedule and Availability:
- This position is responsible for ensuring continuous 24/7 help desk coverage through effective scheduling, resource allocation, backup coverage, and escalation management.
- Occasional availability outside normal working hours may be required for critical incidents, staffing emergencies, or escalations.
