Remote Jobs
Help Desk Manager
What's your preference?
Job Description
- Req#: 12fad388-3107-45eb-8787-e3ea2f6c099e
Help Desk Manager
Department: Managed Services
Employment Type: Full Time
Location: OneNet Global - Remote
Compensation: $70,000 - $80,000 / year
Description
Manages the client facing Help Desk to ensure that we deliver exceptional and timely support to all end users.
Key Responsibilities
• Team Leadership
• Lead, coach, and develop the Technical Support Engineer I and Support Services Coordinator roles to ensure consistent, high-quality delivery.
• Conduct regular 1:1s, performance check-ins, and support professional development
• Foster a culture aligned with our organizational core values of All In, Own It, and Thrive Together.
• Service Delivery Oversight and Client Communication
• Ensure timely and effective resolution of client issues, focusing on SLA achievement, client satisfaction, and quality of work.
• Oversee triage, ticket prioritization, and escalations in coordination with our AI tools.
• Review open ticket aging, ticket hygiene, time entry quality, and adherence to standards.
• Ensure clients receive timely, clear, and professional communication throughout the support lifecycle.
• Act as an escalation point for complex or sensitive client situations.
• Process Management
• Maintain and improve operational processes such as ticket workflow, documentation standards, escalation paths, and dispatch procedures.
• Drive continual service improvement across Help Desk functions, including efficiency, communication flow, and client experience.
• Reporting, Metrics, & Performance Tracking
• Monitor and report on KPIs such as SLA compliance, ticket volume, ticket aging, customer satisfaction, and ticket performance.
• Use reports to identify trends, bottlenecks, and opportunities for improvement.
• Perform other duties as assigned
Skills, Knowledge & Expertise
• High School Diploma (College degree preferred)
• 5+ years working for an MSP
• 3+ years managing a support team
• ITIL v4 certification preferred
• Experience with Connectwise Manage, NinjaOne, IT Glue, and Auvik preferred
Interfaces and Expectations
Interfaces
• Reports to the Support Services Manager
• Communicate with internal teams, outside vendors, & clients as needed
Expectations
• All communications will be timely and conducted with business standards
• Work with Support Services Manager to ensure that all support processes are consistent and followed by all.
• Metrics will be determinedAbout the company
The best remote jobs for you
Notice
Talentify is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Talentify provides reasonable accommodations to qualified applicants with disabilities, including disabled veterans. Request assistance at accessibility@talentify.io or 407-000-0000.
Federal law requires every new hire to complete Form I-9 and present proof of identity and U.S. work eligibility.
An Automated Employment Decision Tool (AEDT) will score your job-related skills and responses. Bias-audit & data-use details: www.talentify.io/bias-audit-report. NYC applicants may request an alternative process or accommodation at aedt@talentify.io or 407-000-0000.