Manager, Support Services

Job Description Job Summary

The Manager of Support (Help Desk) is responsible for leading and managing the help desk team to ensure the delivery of high-quality technical support to clients and internal staff. This role involves overseeing daily operations, developing support strategies, and ensuring service level agreements (SLAs) are met. The ideal candidate will have strong leadership skills, extensive experience in IT support, and a commitment to customer service excellence.

• Lead, mentor, and manage the help desk team, ensuring staff are trained, motivated, and equipped to perform their roles effectively.
• Conduct regular performance evaluations and provide feedback to team members.
• Develop and implement strategies to improve team performance and customer satisfaction.

• Oversee daily help desk operations, ensuring timely and effective resolution of technical issues.
• Monitor ticketing system and ensure tickets are assigned, escalated, and resolved within SLA guidelines.
• Develop and maintain help desk policies, procedures, and documentation.

• Ensure high levels of customer satisfaction by setting and maintaining service standards.
• Act as an escalation point for complex or high-priority issues.
• Collect and analyze customer feedback to identify areas for improvement.

• Develop long-term plans for help desk support, aligning with the company’s goals and objectives.
• Implement best practices and innovative solutions to enhance the efficiency and effectiveness of the help desk.
• Collaborate with other departments to ensure seamless support for cross-functional initiatives.

• Generate and analyze reports on help desk performance, identifying trends and areas for improvement.
• Present findings and recommendations to senior management.
• Use data to drive decision-making and continuous improvement.

• Stay updated on the latest technology trends and tools relevant to help desk support.
• Evaluate and recommend new technologies to improve support services.
• Ensure the help desk team is proficient with current tools and technologies.

• Medical, Dental, Vision within 30 days of employment (Options available)
• 401K with matching program
• STD, LTD
• Vacation and sick time
• Friendly and Open Door culture

$84,000-$121,000 annually

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 7+ years of experience in IT support, with at least 3 years in a management role.
• Strong understanding of ITIL or other service management frameworks.
• Excellent leadership, communication, and interpersonal skills.
• Proven ability to manage and develop a high-performing team.
• Experience with help desk ticketing systems and remote support tools.
• Strong problem-solving and analytical skills.
• Commitment to delivering exceptional customer service.

• Certifications such as ITIL, HDI, or similar.
• Experience in a fast-paced, high-volume support environment.
• Familiarity with various operating systems, networking, and enterprise applications.
• Knowledge of cybersecurity principles and practices.

• Office environment with occasional requirements for after-hours support.
• May require occasional travel to other company locations or for professional development.