Information Technology Help Desk Manager

Information Technology Help Desk Manager

This range is provided by Motion Recruitment. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$/yr - $/yr

Help Desk Manager

Our client, a fast-growing company in the medical industry, is seeking a hands-on Help Desk Manager to lead and scale their IT support function. This role requires a people-focused leader who can adapt quickly, work within established guidelines, and drive continuous improvement while delivering exceptional customer service.

The Help Desk Manager will provide technical and personnel leadership across clinics, support centers, and call centers, overseeing staffing, performance, and service quality for the IT Help Desk. This individual will analyze support trends, optimize processes, and help the organization scale as the business grows.

• Lead, mentor, and coach a team of local, hybrid, and fully remote help desk staff across multiple time zones.
• Motivate and empower team members through regular 1:1s, coaching, and development opportunities.
• Establish, maintain, and enforce service standards to ensure consistent, high-quality support.
• Foster a culture of accountability, collaboration, and continuous improvement.

• Manage staffing models, scheduling, and forecasting to meet business needs.
• Monitor ticket queues and inbound call volumes to ensure timely response and resolution.
• Develop strategies to reduce issue intake, response times, and resolution times.
• Actively participate in escalations and complex customer support issues as needed.

• Identify trends in support data and create actionable improvement plans.
• Report monthly performance metrics related to calls, tickets, service levels, and team performance.
• Partner with internal IT peers and third-party vendors on Tier 2+ support strategies.
• Continuously refine processes, documentation, and workflows to improve scalability.

• Ensure excellent customer service through proactive communication and follow-up.
• Respond to customer feedback and complaints professionally, identifying opportunities for improvement.

• Strong experience with IT Service Management (ITSM) and IT Configuration Management.
• Proven people leadership and team development experience.
• Excellent customer service mindset with the ability to remain calm under pressure.
• Strong organizational, analytical, and problem-solving skills.
• Excellent verbal and written communication skills, with the ability to translate technical concepts for non-technical audiences.
• Ability to balance technical priorities with business needs and outcomes.
• Strong relationship-building skills with internal stakeholders and external partners.

• 3+ years of experience managing a help desk team using both call and ticketing systems.
• 5+ years of hands-on experience troubleshooting technology issues.

Mid-Senior level

Full-time

Information Technology and Management

Medical Practices and Hospitals and Health Care