The IT Helpdesk Support Manager leads the day-to-day operations of the helpdesk function for a multi-location environment, ensuring timely and effective technical support for employees across devices, software, and related systems. This role provides direct oversight to helpdesk staff, assigns and monitors work, addresses escalated support issues, and helps maintain service quality, documentation, and asset accountability. Working within established policies and organizational guidelines, the role combines hands-on technical support with frontline people leadership, focusing on reliable service delivery, team performance, and continuous improvement within the department.
Salary: $88K - $105K Annual | DOE
Location: Hybrid with travel
Primary Duties:
- Supervise the daily work of helpdesk support staff by monitoring and assisting with ticketing and workload, providing coaching, and promoting responsive customer service.
- Oversee support for end-user hardware, peripherals, and workplace technology, including desktops, laptops, tablets, monitors, printers, headsets, copiers, phones, and other connected devices.
- Troubleshoot and resolve escalated technical issues and ensure support requests are logged, tracked, prioritized, and closed in a timely manner.
- Manage user account setup and access for new hires and existing employees across approved corporate tools, systems, and software.
- Maintain inventory, asset tracking, and device lifecycle records, and assist with approved IT equipment purchasing, testing, and deployment.
- Develop, update, and maintain helpdesk procedures, installation instructions, and support documentation to improve consistency and service efficiency.
- Administer approved software licensing and distribution and support key business applications, print devices, phone systems, and related end-user technologies.
- Support compliance with company cybersecurity, safety, and operational procedures, including appropriate follow-through with external vendors or service providers when needed.
- Monitor team performance and internal customer satisfaction, identify process improvement opportunities, and recommend practical changes to enhance departmental effectiveness.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Education & Work Experience:
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and relevant work experience.
- Typically requires 5-8 years of progressively responsible IT support experience, including 2-4 years of demonstrated experience coordinating or leading the work of others; prior formal supervisory experience is preferred.
- Working knowledge of helpdesk operations, end-user hardware and software support, ticket management practices, and standard IT service procedures.
Knowledge, Skills, and Abilities:
- Ability to supervise daily helpdesk operations, prioritize work, allocate resources, and maintain service levels within established procedures.
- Strong technical knowledge of end-user devices, common business software, account administration, and helpdesk support practices.
- Effective troubleshooting, problem-solving, and decision-making skills for routine and moderately complex support issues.
- Strong verbal and written communication skills with the ability to work effectively with employees, vendors, and internal stakeholders.
- Ability to coach team members, monitor performance, and foster a professional, customer-focused team environment.
- Proficiency in Microsoft Office and standard service desk or asset tracking tools.
- Strong attention to detail, follow-through, time management, and ability to operate effectively in a fast-paced environment.
Physical Demands and Work Environment:
The essential functions of this position will require the employee to perform the following physical activities:
- Frequent use of office equipment
- Must be able to carry, push, pull, reach, and lift materials and objects up to 50 lbs.
- Standing, walking, sitting, reaching, stooping, and bending.
- Communicates verbally with MFCP leadership, co-workers, and one-on-one, and group meetings.
- Work in a temperature-controlled office environment with moderate noise.
- Up to 10% of travel may be required by automobile and/or air travel.
- Regular and reliable attendance is required.
Additional Information:
MFCP Participates in E-Verify
"We are an Equal Opportunity Employer. We do not discriminate on the basis of age, race, sex, color, religion, national origin, marital status, sexual orientation, veteran status, military status, disability, genetic information, or any other applicable status protected by federal, state or local law."
Candidates are subject to pre-employment criminal background, drug screen, and DMV record review, along with reference checks.