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Help Desk Manager
Location: Palos Verdes, CA (Onsite)
Employment Type: 3 Month Contract-to-hire
About the Role
We are seeking an experienced, hands-on IT Manager to lead and scale our IT Help Desk operations. This role is responsible for managing a team of support professionals, driving service excellence, and continuously improving support processes and performance.
The ideal candidate is a strong people leader with deep technical expertise, a customer-first mindset, and a proven ability to mentor teams and optimize IT support environments.
Key Responsibilities
Team Leadership & Management (50%)
Lead, coach, and develop a team of IT Support Specialists and Supervisors, promoting accountability and high performance
Conduct performance evaluations, provide ongoing feedback, and support career development
Manage staffing, scheduling, PTO tracking, and recruiting efforts
Address performance issues proactively and reinforce expectations
Develop and maintain training plans to enhance team capabilities
Conduct regular 1:1 meetings to review performance, trends, and priorities
Foster a positive, collaborative team culture with strong employee engagement
Operational Support & Strategy (20%)
Partner with IT leadership to ensure proper Help Desk coverage, including holidays
Support workforce planning and resource allocation
Track and analyze service metrics to drive continuous improvement
Strengthen team capability across a broad range of systems and technologies
Support Team Leadership (20%)
Oversee and manage the Help Desk ticket queue, ensuring timely resolution
Analyze trends, recurring issues, and performance data to identify improvements
Serve as an escalation point for complex or high-priority issues
Collaborate with cross-functional teams to resolve technical challenges
Act as backup leader when senior IT leadership is unavailable
Support high-sensitivity systems requiring accuracy and accountability
Participate in an on-call rotation for after-hours support
Technical Support (10%)
Troubleshoot and resolve hardware, software, and end-user issues
Install, configure, and maintain systems and equipment
Provide onsite and remote support as needed
Recommend and implement solutions to improve system performance and user experience
Qualifications
Required Experience & Skills
5+ years of IT Help Desk experience supporting end users
5+ years of leadership or supervisory experience in IT support
Proven ability to mentor and develop technical teams
Strong technical expertise in:
Windows operating systems
Microsoft Office and collaboration tools
Desktop hardware and software troubleshooting
Excellent communication and customer service skills
Strong problem-solving and organizational abilities
Experience handling escalations and supporting users with varying technical skill levels
Education & Certifications
Associate's degree in IT, Business, or related field, or equivalent combination of experience and certifications
Relevant certifications (CompTIA A+, Network+, CCNA, MCP, etc.) preferred
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, Los Angeles County Fair Chance Ordinance, and San Francisco Fair Chance Ordinance.
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