Help Desk Manager

Description

We are looking for an experienced Help Desk Manager to lead daily technical support operations for a fast-paced IT consulting environment. This contract-to-permanent opportunity is ideal for a hands-on support leader who can oversee ticket activity, guide escalation handling, and promote consistent service delivery across the team. The role requires someone who can balance operational priorities, support staff development, and maintain a high standard of communication for customer-facing issues.

Responsibilities:
Lead the day-to-day coordination of help desk activities, including ticket queues, monitoring functions, and incident handling to keep support operations running efficiently.
Act as the primary point of escalation for urgent or business-critical support issues, ensuring timely follow-up and clear communication through resolution.
Assign and rebalance workloads across the team to maintain coverage, meet service expectations, and address changing business demands.
Coach and support technical staff by providing guidance, direction, and mentorship that strengthens team performance and consistency.
Review service metrics such as response times, ticket quality, and operational trends to identify risks and improve overall support effectiveness.
Partner with internal technical groups such as development, DevOps, and quality teams to accelerate issue resolution and remove recurring obstacles.
Help refine support procedures, document workflows, and strengthen operational standards to improve efficiency and repeatability.
Participate in incident reviews and contribute to preventative actions that reduce repeat problems and improve future response.
Ensure customer updates are accurate, thorough, and delivered in a timely manner while following proper data security practices.
Provide additional support coverage when needed during high-priority events or time-sensitive operational situations.

Requirements

At least 3 years of experience in technical support, service desk leadership, or a related IT support environment.
Background in a senior, lead, or supervisory support role with responsibility for guiding team operations.
Solid understanding of service desk processes, escalation management, SLA-driven support, and prioritization based on customer impact.
Working knowledge of Active Directory, ITSM platforms, service desk ticket workflows, and deskside support practices.
Familiarity with networking fundamentals, Linux environments, and software support processes.
Strong organizational skills with the ability to manage multiple priorities and make sound operational decisions independently.
Excellent written and verbal communication skills with a focus on customer service and cross-functional collaboration.
Bachelor's degree in Computer Science, Information Technology, Engineering, or equivalent practical experience.

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