Help Desk Manager

Job Summary

Leading a team of IT support staff in a hybrid environment, the full-time Help Desk Manager will oversee daily operations, develop help desk procedures, and maintain service-level expectations while ensuring effective communication with stakeholders.

Key responsibilities

• Maintain clear communication with users, IT leadership, and business stakeholders regarding service status and major incidents
• Develop and oversee help desk procedures, knowledge articles, and escalation paths while monitoring service-level expectations
• Lead and coach help desk personnel, ensuring effective ticket management and performance accountability

Required qualifications

• Bachelor's degree in information technology, computer science, business, or a related field preferred; equivalent relevant experience may be considered
• 5 or more years of progressive help desk or end-user support experience, including at least four years in a supervisory or management capacity in a Microsoft 365 environment
• Experience creating operational documentation, knowledge-base content, and management reports
• Hands-on experience with Microsoft Entra ID, Intune, endpoint administration, and Microsoft Autopilot
• Experience supporting mobile smart devices and hybrid support workflows