Help Desk Manager

Help Desk Manager

Location: Palos Verdes, CA (Onsite)
Employment Type: Full-Time

About the Role

We are seeking an experienced, hands-on Help Desk Manager to lead and scale our IT Help Desk operations. This role is responsible for managing a team of support professionals, driving service excellence, and continuously improving support processes and performance.

The ideal candidate is a strong people leader with deep technical expertise, a customer-first mindset, and a proven ability to mentor teams and optimize IT support environments.

Key Responsibilities

Team Leadership & Management (50%)

• Lead, coach, and develop a team of IT Support Specialists and Supervisors, promoting accountability and high performance
• Conduct performance evaluations, provide ongoing feedback, and support career development
• Manage staffing, scheduling, PTO tracking, and recruiting efforts
• Address performance issues proactively and reinforce expectations
• Develop and maintain training plans to enhance team capabilities
• Conduct regular 1:1 meetings to review performance, trends, and priorities
• Foster a positive, collaborative team culture with strong employee engagement

Operational Support & Strategy (20%)

• Partner with IT leadership to ensure proper Help Desk coverage, including holidays
• Support workforce planning and resource allocation
• Track and analyze service metrics to drive continuous improvement
• Strengthen team capability across a broad range of systems and technologies

Support Team Leadership (20%)

• Oversee and manage the Help Desk ticket queue, ensuring timely resolution
• Analyze trends, recurring issues, and performance data to identify improvements
• Serve as an escalation point for complex or high-priority issues
• Collaborate with cross-functional teams to resolve technical challenges
• Act as backup leader when senior IT leadership is unavailable
• Support high-sensitivity systems requiring accuracy and accountability
• Participate in an on-call rotation for after-hours support

Technical Support (10%)

• Troubleshoot and resolve hardware, software, and end-user issues
• Install, configure, and maintain systems and equipment
• Provide onsite and remote support as needed
• Recommend and implement solutions to improve system performance and user experience

Qualifications

Required Experience & Skills

• 5+ years of IT Help Desk experience supporting end users
• 5+ years of leadership or supervisory experience in IT support
• Proven ability to mentor and develop technical teams
• Strong technical expertise in:
  • Windows operating systems
  • Microsoft Office and collaboration tools
  • Desktop hardware and software troubleshooting
• Excellent communication and customer service skills
• Strong problem-solving and organizational abilities
• Experience handling escalations and supporting users with varying technical skill levels

Education & Certifications

• Associate's degree in IT, Business, or related field, or equivalent combination of experience and certifications
• Relevant certifications (CompTIA A+, Network+, CCNA, MCP, etc.) preferred

Additional Requirements

• Valid driver's lice

  All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.