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 United States.

This role provides an opportunity to lead and manage a dynamic IT support team, ensuring the efficient delivery of technical assistance across multiple organizational units. You will oversee the Help Desk operations, establish high customer service standards, and implement best practices for technical support. The position combines hands-on leadership with strategic planning, fostering collaboration between IT staff and other departments. You will drive continuous improvement, monitor help desk performance, and contribute to the organization’s technology strategy. This role emphasizes inclusion, cultural awareness, and a supportive work environment while ensuring technical excellence and operational efficiency.

Accountabilities:

• Manage the Help Desk system and supervise staff to ensure timely and effective resolution of technical issues.
• Respond to escalated and high-priority support requests while maintaining service continuity.
• Set and uphold high customer service standards and implement support operation best practices.
• Develop and maintain reports on help desk productivity, providing feedback to enhance service quality.
• Foster collaboration between the help desk and other departments or programs.
• Assist in managing enterprise phone systems, training staff on basic end-user modifications.
• Support departmental meetings, strategic goal reviews, and team cohesion efforts.
• Conduct performance evaluations and assist in recruiting and hiring help desk employees.

• Bachelor’s degree in Computer Science or related field.
• Minimum of three years of experience in IT or help desk environments.
• Strong technical knowledge with a solid foundation in IT support operations.
• Customer service oriented with excellent communication and interpersonal skills.
• Proven leadership and organizational abilities, including staff supervision and performance management.
• Ability to analyze workflow and implement improvements to enhance support efficiency.
• Familiarity with enterprise phone systems such as Avaya and NEC.