Job Details

Help Desk Manager

Department: Managed Services

Employment Type: Full Time

Location: OneNet Global - Remote

Compensation: $70,000 - $80,000 / year

Description

Manages the client facing Help Desk to ensure that we deliver exceptional and timely support to all end users.

Key Responsibilities
• Team Leadership
• Lead, coach, and develop the Technical Support Engineer I and Support Services Coordinator roles to ensure consistent, high-quality delivery.
• Conduct regular 1:1s, performance check-ins, and support professional development
• Foster a culture aligned with our organizational core values of All In, Own It, and Thrive Together.
• Service Delivery Oversight and Client Communication
• Ensure timely and effective resolution of client issues, focusing on SLA achievement, client satisfaction, and quality of work.
• Oversee triage, ticket prioritization, and escalations in coordination with our AI tools.
• Review open ticket aging, ticket hygiene, time entry quality, and adherence to standards.
• Ensure clients receive timely, clear, and professional communication throughout the support lifecycle.
• Act as an escalation point for complex or sensitive client situations.
• Process Management
• Maintain and improve operational processes such as ticket workflow, documentation standards, escalation paths, and dispatch procedures.
• Drive continual service improvement across Help Desk functions, including efficiency, communication flow, and client experience.
• Reporting, Metrics, & Performance Tracking
• Monitor and report on KPIs such as SLA compliance, ticket volume, ticket aging, customer satisfaction, and ticket performance.
• Use reports to identify trends, bottlenecks, and opportunities for improvement.
• Perform other duties as assigned

Skills, Knowledge & Expertise
• High School Diploma (College degree preferred)
• 5+ years working for an MSP
• 3+ years managing a support team
• ITIL v4 certification preferred
• Experience with Connectwise Manage, NinjaOne, IT Glue, and Auvik preferred

Interfaces and Expectations

Interfaces
• Reports to the Support Services Manager
• Communicate with internal teams, outside vendors, & clients as needed
Expectations
• All communications will be timely and conducted with business standards
• Work with Support Services Manager to ensure that all support processes are consistent and followed by all.
• Metrics will be determined