Help Desk Manager (Remote - US)

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Help Desk Manager in the United States.

We are seeking a proactive and skilled Help Desk Manager to lead and oversee a team of IT support professionals, ensuring seamless operations across multiple organizational units. In this role, you will manage help desk staff, respond to escalated technical issues, and implement best practices to enhance service quality. You will also assist in the administration of enterprise phone systems and support departmental planning and strategic initiatives. This position offers an opportunity to drive operational excellence while fostering an inclusive, collaborative, and customer-focused environment.

Accountabilities:

·        Manage the help desk system and supervise staff to ensure timely and efficient resolution of technical issues.

·        Respond to escalated and high-priority technical support requests.

·        Set and uphold high customer service standards, implementing best practices for support operations.

·        Develop and maintain weekly, monthly, and year-end reports on help desk productivity and provide constructive feedback.

·        Identify areas for improvement to enhance overall support quality and service delivery.

·        Foster collaborative relationships between the help desk and other departments.

·        Assist in managing enterprise phone systems, including Avaya and NEC remote systems, and train staff on basic user modifications.

·        Support IT leadership in departmental meetings, strategic goal reviews, and team cohesion.

·        Conduct performance evaluations and participate in recruiting and hiring help desk personnel.

·        Perform additional duties as requested to support IT department objectives.

·        Bachelor’s degree in Computer Science or a related field.

·        Minimum of three years’ experience in an IT or help desk environment.

·        Solid technical background with hands-on experience supporting end users and IT systems.

·        Strong leadership and organizational skills, with the ability to manage schedules, teams, and escalations effectively.

·        Excellent verbal and written communication skills.

·        Customer-service oriented with a collaborative and inclusive approach.

·        Ability to analyze processes, identify improvement opportunities, and implement solutions efficiently.