Helpdesk Manager

Location: Remote

Compensation: To Be Discussed

Reviewed: Sat, Feb 28, 2026

This job expires in: 30 days

Job Category: Information Technology

Weekly Hours: Full Time

Employment Status: Permanent

Employer Type: Employer

Career Level: Experienced, Senior Level

Education Level: Bachelors

Job Summary

A company is looking for a Helpdesk Manager/Support Services Lead.

Key Responsibilities

Manage Tier 1 and Tier 2 helpdesk operations
Define and monitor Service Level Agreements (SLAs)
Oversee ticket triage, escalation processes, and resolution tracking

Required Qualifications

Bachelor's degree in IT, Business, or related field
7+ years of experience managing SaaS application support teams
Experience supporting public sector or nonprofit organizations
Strong understanding of ticketing systems and service management frameworks (ITIL preferred)

COMPLETE JOB DESCRIPTION

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