Job Description
Responsibilities:
- Lead and manage multi-tier Help Desk and technical support teams
- Oversee daily operations across phone, email, chat, and ticketing queues
- Ensure SLA compliance and timely resolution of incidents and service requests
- Monitor workload distribution, staffing levels, queue health, and escalation management
- Coach, mentor, and develop supervisors and technical support personnel
- Drive continuous improvement initiatives focused on efficiency, service quality, and customer experience
- Maintain compliance with ITIL processes, ISO standards, and internal operational procedures
- Analyze support metrics, reporting trends, and performance data to identify improvement opportunities
- Collaborate cross-functionally with IT, Operations, Engineering, and leadership teams
- Support workforce planning, scheduling, hiring, onboarding, and performance management
- Ensure proper documentation, knowledge management, and process consistency
- Participate in incident reviews, root cause analysis, and corrective action planning
Qualifications:
- 5+ years of Help Desk, Service Desk, or Technical Support leadership experience
- Experience managing supervisors and high-volume support environments
- Strong understanding of incident management, escalation management, and service delivery operations
- Hands-on experience with ServiceNow or comparable ITSM platforms
- Familiarity with ITIL frameworks and structured operational environments
- Strong communication, leadership, and organizational skills
- Ability to manage competing priorities in a fast-paced environment
- Experience with KPI reporting, SLA management, and operational analytics
- Bachelor’s degree preferred, or equivalent combination of education and experience
Benefits Package: Company Paid!
- Medical, Dental, Prescription & Vision Benefits--No premium cost!
- Life, AD&D and LTD insurance
- Paid Vacation and Holidays
- Company-Matched 401(k) and IRA Retirement Savings
Skills
Analysis Skillsunmatched
Calendar Managementunmatched
Coachingunmatched
Communication Skillsunmatched
Continuous Improvementunmatched
Corrective Actionunmatched
Cross-Functionalunmatched
Customer Experienceunmatched
Customer Support/Serviceunmatched
Documentationunmatched
Help Deskunmatched
ISO (International Organization for Standardization)unmatched
IT Service Management (ITSM)unmatched
ITIL (IT Infrastructure Library)unmatched
Incident Managementunmatched
Information Technology & Information Systemsunmatched
Knowledge Managementunmatched
Kronos Workforce Schedulerunmatched
Leadershipunmatched
Maintain Complianceunmatched
Maintenance Servicesunmatched
Mentoringunmatched
Metricsunmatched
Onboardingunmatched
Operational Auditunmatched
Operationsunmatched
Operations Processesunmatched
Organizational Skillsunmatched
Performance Analysisunmatched
Performance Managementunmatched
Performance Metricsunmatched
Process Improvementunmatched
Root Cause Analysisunmatched
Service Deliveryunmatched
Service Level Agreement (SLA)unmatched
ServiceNowunmatched
Technical Supportunmatched
Time Managementunmatched
Trend Analysisunmatched
Workforce Planningunmatched
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