> Markdown version of [/jobs/ext/1458853-help-desk-manager](https://www.wearedevelopers.com/jobs/ext/1458853-help-desk-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Manager - **Company:** Banyan Health Systems - **Location:** Miami, FL, United States - **Experience:** Experienced - **Salary:** $80,000.0 - $95,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Software Applications, JIRA, Microsoft Online Services, Cloud Computing, Issue Tracking Systems, Microsoft Office, Queue Management Systems, Remote Desktop Services, Web Applications, Zoho Office Suite, Zendesk, Servicenow, User Accounts - **Published:** July 27, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=48baee3fbb1e02a8 ## About the Role * Experience: Minimum 3+ years of progressive experience in an IT Helpdesk or technical support role, with demonstrated leadership, coaching, or senior support responsibilities. * Ticketing Systems: Experience managing queues in Zoho ServiceDesk or similar ITSM platforms (e.g., ServiceNow, Zendesk, Jira Service Management). * Microsoft Ecosystem: Strong proficiency with Microsoft 365 (Office 365) administration, core MS Office desktop applications, and Windows/Cloud hybrid environments. * Technical Skills: Solid background in web application support, remote/phone troubleshooting, hardware diagnostics, and general system administration. * Customer Service Focus: Proven track record in high-touch customer service roles with exceptional interpersonal and communication skills. * Mobility: Valid driver's license and reliable personal transportation for periodic local travel between facility locations in the South Florida region., * People-First Mindset: You genuinely enjoy interacting with people and translating complex technical jargon into user-friendly guidance. * Patience & Empathy: Exceptional patience when working with end-users and coaching junior team members through challenging tasks. * Adaptable & Hands-On: A "servant leadership" attitude, you lead by example and are always ready to pick up tickets, answer calls, or jump in where help is needed. * Organization: Strong multi-tasking skills to keep tickets, escalations, and team schedules structured. Preferred Qualifications (A Plus!) * Certifications such as CompTIA A+, Network+, Security+, or Microsoft Certified: Modern Desktop Administrator. ## Description We are seeking a patient, people-oriented, and hands-on Helpdesk Manager to lead our IT support team across the Miami-Fort Lauderdale area. In this role, you will supervise a small team of Helpdesk Engineers, serving as both a supportive coach and a primary escalation point for technical issues., * Team Leadership & Coaching: Supervise, mentor, and coach a small team of Helpdesk Engineers. Foster a customer-first, patient approach to problem-solving and promote continuous learning. * Ticket & Queue Management: Maintain an organized ticketing workflow, monitor SLAs, prioritize incoming issues, and ensure accurate record-keeping and ticket hygiene. * Hands-on Technical Support: Assist the team with technical troubleshooting via phone, remote connection, and on-site visits. Step in directly whenever extra support is needed. * On-Site Facility Support: Travel periodically to facility locations across the Miami-Fort Lauderdale area to resolve hardware, network, software, and user issues in person. * System Administration & Web App Support: Manage user accounts, permissions, and basic system administration duties, with a focus on web applications and cloud software. * Service Quality: Ensure high user satisfaction by maintaining excellent communication and rapid response times. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Systems Thinking for Performance: How to Diagnose and Fix Slow Systems without Guessing](https://www.wearedevelopers.com/videos/2103-systems-thinking-for-performance-how-to-diagnose-and-fix-slow-systems-without-guessing) - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Backstage in Practice: Offloading Developer Operational Work Through Platform Self-Service](https://www.wearedevelopers.com/videos/1922-backstage-in-practice-offloading-developer-operational-work-through-platform-self-service) ## Related Articles - [Should Tech Managers Be Developers First? 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