Senior Manager, Helpdesk


  • Problem solving
  • Customer satisfaction
  • Service level
  • Analytical skill
  • Customer relationship management
  • Customer experience
  • KPI
  • Operations
  • People management
  • ITIL

Job Description

Piper Companies is seeking a highly skilled and experienced Senior Manager, Helpdesk for an employment opportunity. As a Senior Helpdesk Manager, you will be responsible for managing a team of dedicated support professionals, ensuring exceptional customer service, and maintaining efficient helpdesk operations.

Job Summary: As the Senior Manager of Helpdesk, you will oversee the day-to-day operations of our helpdesk team, driving excellence in customer support and ensuring timely resolution of inquiries and technical issues. You will play a crucial role in fostering a customer-centric culture, implementing best practices, and optimizing processes to deliver exceptional service. Your expertise in helpdesk management will be instrumental in ensuring a positive and seamless customer experience. This role is on site and sits out of the Washington D.C./Northern Virginia Area.

Key Responsibilities:

• Oversee and manage the operations of the helpdesk, ensuring the efficient handling and resolution of customer inquiries, incidents, and service requests.

• Develop and implement processes, procedures, and service-level agreements (SLAs) to ensure timely response and resolution times, striving for customer satisfaction and continuous improvement.

• Monitor and analyze helpdesk metrics and KPIs, identify trends and areas for improvement, and implement corrective actions as necessary.

• Lead and manage a team of helpdesk professionals, providing coaching, mentoring, and performance feedback to drive individual and team success.

• Contribute to the development and implementation of customer support strategies, ensuring a seamless and consistent customer experience across various channels.

• Stay up to date with industry trends, best practices, and emerging technologies in customer support and helpdesk management.

• Oversee the incident management process, ensuring timely escalation, resolution, and communication of critical incidents to minimize customer impact.

• Collaborate with technical teams to identify recurring issues, root causes, and long-term solutions, driving problem management initiatives.

• Implement proactive measures to prevent incidents and reduce support requests through knowledge base documentation, self-service options, and user education.

• Establish quality assurance practices to ensure adherence to customer service standards, including call monitoring, ticket reviews, and customer feedback analysis.

• Conduct regular customer satisfaction surveys and use feedback to drive improvements in service delivery and customer support experience.

Qualifications and Experience:

• Proven experience in helpdesk management, with a focus on customer support operations.

• Strong knowledge of helpdesk tools, ticketing systems, and customer relationship management (CRM) software.

• Excellent leadership and people management skills, with the ability to motivate and develop high-performing teams.

• Outstanding communication and interpersonal skills, with a strong customer service orientation.

• Analytical mindset, with the ability to monitor and interpret helpdesk metrics and KPIs to drive improvements.

• Proven experience in incident management and problem-solving.

• Familiarity with ITIL or other IT service management frameworks is a plus.


• Salary: $155,000 - $175,000 depending on experience, along with annual bonus based on performance

• Benefits: Health, Vision, Dental, 401k, Unlimited PTO