IT Helpdesk Manager

Job Overview:

Pay Range: $55.00hr - $60.00hr

Requirement/Must Have:

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• 10+ years of progressive IT Helpdesk, Service Desk, or End User Support experience.
• 5+ years of leadership or management experience overseeing technical support teams.
• Demonstrated success managing helpdesk operations within a mid-size to large enterprise environment.
• Expert-level troubleshooting skills across endpoint devices, printers, and mobile technologies.
• Strong technical background with the ability to remain hands-on when needed.
• Knowledge of ITIL-based service management best practices.

Responsibilities:

• Develop and improve helpdesk processes, workflows, knowledge base content, and support documentation.
• Analyze support trends and metrics to identify opportunities for increased efficiency and service quality.
• Drive adoption of ITIL-based service management best practices.
• Ensure consistent delivery of high-quality customer support across all locations and departments.
• Manage relationships with technology vendors and support partners.
• Serve as the first escalation point for complex technical issues involving hardware, software, networking, Microsoft 365, endpoint devices, and enterprise applications.
• Demonstrate advanced troubleshooting skills and guide team members through root cause analysis and problem resolution.
• Remain actively involved in support operations and provide hands-on technical assistance when necessary.
• Lead major incident response efforts and ensure timely communication and resolution.
• Identify recurring issues and implement long-term corrective actions.
• Lead, mentor, coach, and develop a team of Helpdesk and End User Support professionals.
• Foster a culture of accountability, collaboration, customer service excellence, and continuous improvement.
• Conduct performance reviews, goal setting, career development planning, and regular coaching sessions.
• Establish and monitor Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and operational metrics.
• Manage staffing requirements, scheduling, workload distribution, and escalation management.
• Own and manage the complete lifecycle of IT assets, including procurement, deployment, tracking, maintenance, refresh, and retirement.
• Ensure accurate inventory management of hardware, software licenses, peripherals, and mobile devices.
• Develop and maintain asset management policies, standards, and documentation.
• Partner with procurement and vendors to optimize asset utilization and control costs.
• Conduct periodic asset audits and ensure compliance with organizational standards.
• Lead or participate in IT projects related to desktop support, hardware refreshes, software deployments, system upgrades, migrations, and workplace technology initiatives.
• Coordinate project planning, resource allocation, timelines, risks, and stakeholder communications.
• Ensure projects are delivered on schedule, within scope, and aligned with business objectives.
• Collaborate with infrastructure, security, networking, and application teams to execute cross-functional initiatives.

Skills:

• Helpdesk.
• Technical Support.
• Team Leadership.
• IT Asset Management.
• Project Management.
• ITIL.
• Microsoft 365.
• Networking.
• Endpoint Devices.
• Troubleshooting.

Qualification And Education:

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.