Overview
On Site
110k - 125k
Full Time
Skills
Workflow
Service Delivery
Issue Tracking
Collaboration
Onboarding
Service Operations
Computer Hardware
Coaching
Communication
Process Improvement
Management
Migration
Help Desk
ConnectWise
Microsoft Windows
IT Service Management
Configuration Management
KPI
Performance Analysis
Leadership
Insurance
SAP BASIS
Job Details
We are looking for a Help Desk Manager based in Dallas, TX to support a fast-growing, multi-location organization. This hybrid role requires being onsite Mondays, Thursdays, and one additional day of your choice. You'll lead a 12-person help desk team across CST/EST time zones, modernize workflows, and strengthen service delivery for internal users and field teams.
This position offers the chance to reshape an already fast paced help desk environment by implementing better structure, updated processes, and consistent performance standards. You'll help guide the team through a transition to a new enterprise ticketing system, collaborate directly with leadership, and play a major role in improving response times, onboarding practices, and escalation handling. If developing KPIs, coaching hourly employees, and elevating service operations excites you, this is a role with real impact and visibility.
Required Skills & Experience
Tech Breakdown
This position offers the chance to reshape an already fast paced help desk environment by implementing better structure, updated processes, and consistent performance standards. You'll help guide the team through a transition to a new enterprise ticketing system, collaborate directly with leadership, and play a major role in improving response times, onboarding practices, and escalation handling. If developing KPIs, coaching hourly employees, and elevating service operations excites you, this is a role with real impact and visibility.
Required Skills & Experience
- Bachelor's degree (required)
- Three or more years managing a help desk team
- Five or more years troubleshooting hardware and software issues
- Experience leading hybrid and remote employees
- Strong leadership, coaching, and communication abilities
- Ability to use ticketing data to drive process improvements
- Experience managing hourly employees (contract or internal)
- Comfort working with internal teams and senior stakeholders
- Ability to work onsite in Dallas three days per week (Mon & Thu required)
- Experience migrating to a new ticketing or ITSM system
- Experience supporting fast-paced or multi-site environments
- Experience handling weekend or on-call escalations
- Broader IT background beyond help desk support
Tech Breakdown
- 30% ConnectWise / Ticketing Systems
- 20% Windows OS Troubleshooting
- 15% ITSM & Config Management
- 15% KPI Tracking & Performance Analysis
- 10% Escalation Handling
- 10% Hybrid/Remote Workforce Leadership
- 100% Hands On
- Bonus OR Commission eligible
- Medical, Dental, and Vision Insurance
- Vacation Time
- Stock Options
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.