Help Desk Manager

We are seeking an experienced Help Desk Manager to lead a front-line technical support team while providing exceptional service to internal and external customers. This role combines leadership with hands-on technical expertise, requiring someone who can oversee daily Help Desk operations, mentor team members, improve processes, and assist with complex technical issues when needed., * Lead, coach, and mentor Help Desk technicians through regular feedback and professional development.

• Oversee daily Help Desk operations, including ticket management, workload balancing, and service level performance.
• Monitor key performance metrics such as customer satisfaction, ticket resolution, backlog health, and response times.
• Assist with complex technical troubleshooting and serve as an escalation point for difficult support issues.
• Develop and maintain technical documentation, knowledge bases, and standard operating procedures.
• Create and support technical training plans and certification goals for team members.
• Identify opportunities to improve processes through automation, scripting, and emerging technologies.
• Collaborate with internal teams to implement new solutions and improve service delivery.
• Build strong relationships with clients, vendors, and internal stakeholders.
• Coordinate responses during critical incidents, service disruptions, and other high-priority events.

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
• 3-5 years of Managed Service Provider (MSP) support experience.
• 1-2 years of leadership or supervisory experience managing technical support teams.
• Strong hands-on Help Desk troubleshooting experience.
• Experience with Windows 11 and macOS environments.
• Strong knowledge of Microsoft 365 administration.
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and VPN technologies.
• Experience with remote monitoring and management (RMM) tools, ticketing systems, and IT service management platforms.
• Familiarity with cybersecurity best practices, backup solutions, and cloud platforms such as Azure and AWS.
• Valid Oklahoma driver’s license with a clean driving record.

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Life insurance, * 401(k)
• Health insurance
• Life insurance
• Paid time off
• Vision insurance