Senior IT Helpdesk Manager

T3 Services Group is a national home services organization with locations across the U.S., providing Plumbing, Drains, HVAC, and Electrical services to residential customers. Our business is powered by phenomenal teammates who take pride in delivering 5-star service on every call. Behind the scenes, our call center agents, dispatchers, coordinators, and administrative teams keep operations running smoothly and efficiently.

The Senior IT Helpdesk Manager leads and scales IT support operations across the organization to deliver reliable, responsive, and high-quality technical service enterprise-wide. This role oversees internal IT operations as well as managed service providers, ensuring strong service delivery, operational discipline, and alignment with business objectives. The leader combines deep technical knowledge with strong operational leadership and team development skills, drives continuous improvement, strengthens cross‑functional partnerships, and builds a high‑performing support organization that enables growth across multiple brands and locations.

• Medical, Dental & Vision Insurance
• 401(k) with Company Match
• Paid Time Off & Paid Holidays
• Paid Wellness Time
• Growth opportunities within a rapidly expanding national organization
• Collaborative leadership team that values innovation and operational excellence

• Lead, mentor, and develop Helpdesk Team Leads and support staff
• Establish clear performance expectations, KPIs, and service standards
• Conduct performance evaluations, coaching sessions, and career development planning
• Foster a culture of accountability, collaboration, and service excellence
• Support succession planning and leadership pipeline development

• Oversee day‑to‑day IT support operations, including ticket queues, escalations, and service requests
• Ensure SLA compliance and actively monitor service performance metrics
• Develop and maintain incident management and escalation protocols
• Optimize workflows to improve efficiency and reduce recurring issues
• Lead coordination during high‑severity incidents

• Analyze ticket trends and implement proactive solutions
• Develop and refine IT support processes, documentation, and knowledge bases
• Drive automation, standardization, and self‑service initiatives
• Partner with business intelligence teams, vendors, and managed service providers to advance IT service maturity
• Contribute to budget planning and resource forecasting

• Ensure adherence to company policies, IT security standards, and regulatory requirements
• Maintain accurate documentation of procedures and technical environments
• Support internal and external audit activities

• High School Diploma or GED required
• Bachelor’s degree in Computer Science, Information Technology, or related field preferred
• Relevant work experience may substitute for formal education

• 5+ years of IT support experience, including at least 2 years in a leadership role
• Proven experience managing Helpdesk teams in a multi‑site or enterprise environment
• Demonstrated expertise in:
• Exchange Online administration
• Microsoft Teams management
• SharePoint permissions and governance
• Azure AD / Entra  management
• Microsoft 365 licensing structures
• Demonstrated success improving SLAs and service performance metrics
• Experience supporting distributed or field‑based work forces
• Understanding of telephony systems and business communication requirements
• Strong knowledge of IT security best practices, policies, and procedures

• Proficient in Microsoft Office tools
• Comfortable working across multiple systems and platforms
• Strong Apple product proficiency
• Experience with device management platforms
• Experience working in cloud‑hosted environments

• Microsoft certifications preferred
• ITIL certification preferred

• Ability to travel up to 10% nationwide