We are seeking an experienced Help Desk Manager to lead a front-line technical support team while providing exceptional service to internal and external customers. This role combines leadership with hands-on technical expertise, requiring someone who can oversee daily Help Desk operations, mentor team members, improve processes, and assist with complex technical issues when needed.
Key Responsibilities
- Lead, coach, and mentor Help Desk technicians through regular feedback and professional development.
- Oversee daily Help Desk operations, including ticket management, workload balancing, and service level performance.
- Monitor key performance metrics such as customer satisfaction, ticket resolution, backlog health, and response times.
- Assist with complex technical troubleshooting and serve as an escalation point for difficult support issues.
- Develop and maintain technical documentation, knowledge bases, and standard operating procedures.
- Create and support technical training plans and certification goals for team members.
- Identify opportunities to improve processes through automation, scripting, and emerging technologies.
- Collaborate with internal teams to implement new solutions and improve service delivery.
- Build strong relationships with clients, vendors, and internal stakeholders.
- Coordinate responses during critical incidents, service disruptions, and other high-priority events.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
- 3–5 years of Managed Service Provider (MSP) support experience.
- 1–2 years of leadership or supervisory experience managing technical support teams.
- Strong hands-on Help Desk troubleshooting experience.
- Experience with Windows 11 and macOS environments.
- Strong knowledge of Microsoft 365 administration.
- Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and VPN technologies.
- Experience with remote monitoring and management (RMM) tools, ticketing systems, and IT service management platforms.
- Familiarity with cybersecurity best practices, backup solutions, and cloud platforms such as Azure and AWS.
- Excellent leadership, communication, organizational, and problem-solving skills.
- Valid Oklahoma driver’s license with a clean driving record.