Assistant Manager - Help Desk Services

The Help Desk Services (HDS) Assistant Manager is responsible for the day-to-day operational performance of the help desk team. This role keeps phone queues, ticketing, and chat channels running smoothly during business hours; develops and supports technicians; manages staffing and coverage; partners with clients and internal stakeholders; and serves as a subject matter expert across all HDS processes and workflows. The Assistant Manager also acts as an after-hours on-call management resource.

Reporting Structure

Reports to the Help Desk Services Manager. Provides day-to-day leadership and support to help desk technicians., Service Operations & Monitoring

• Actively monitor phone queues, ticketing systems, and chat channels (threads and Teams collaborations) during business hours to ensure calls and tickets are handled in a friendly, fast, and competent manner.
• Assist technicians who are unable to access or use HDS tools, who do not understand standard processes or procedures, or who have been directed by a runbook to contact management.

Client Engagement & Reporting

• Attend client meetings and present call statistics and information on technicians, processes, and related topics.
• Pull and report monthly performance metrics.
• Monitor email and Teams to gather information for management, sales, and clients.
• Address client complaints by coaching technicians, and inform account management and clients of how issues were resolved.

Recruiting & Staffing

• Create job postings, monitor for and evaluate candidates, and schedule and conduct interviews.

Onboarding & Offboarding

• Facilitate onboarding, including submitting forms, ensuring hardware and basic systems are set up, and provisioning client accounts.
• Train new hires on anything not covered by standard core training (e.g., basic toolsets and client workflows).
• Enter offboarding forms.

Scheduling & Coverage

• Plan and submit team coverage, including additional holiday coverage.
• Accommodate, approve, and track PTO, sick time, and other time-off requests.

Training & Development

• Schedule training and ensure technicians complete it for new processes and clients.
• Identify gaps in technician training and documentation, and resolve them or escalate to the appropriate resource (technical trainer or service delivery).
• Coach technicians on performance issues.

Process & Systems Improvement

• Provide testing and input on new HDS systems.
• Become and remain a subject matter expert in all HDS processes and workflows.

On-Call / After-Hours Coverage

• Serve as the on-call management resource during evenings, weekends, and holidays. This includes accommodating sick time, addressing performance issues, facilitating training, and assisting technicians as needed outside of standard business hours.

• 3+ years of help desk, technical support, or IT service experience, including 1+ years in a lead, senior, or supervisory capacity.
• Strong working knowledge of ticketing systems, phone/queue management, and collaboration tools (e.g., Microsoft Teams).
• Demonstrated ability to coach, train, and develop technical staff.
• Excellent verbal and written communication skills, with comfort presenting metrics and updates to clients and leadership.
• Strong organizational skills and the ability to manage scheduling, coverage, and competing priorities.
• Customer-service orientation with a focus on speed, quality, and professionalism.
• Willingness and availability to serve as an after-hours on-call resource.

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance, Business hours, Monday-Friday, 7:00 AM - 4:00 PM, with occasional after-hours on-call coverage, including nights and weekends.

Pay: $45,000.00 - $55,000.00 per year, * 401(k)

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance