> Markdown version of [/jobs/ext/185317-help-desk-manager-it-support-leadership-technical-escalation](https://www.wearedevelopers.com/jobs/ext/185317-help-desk-manager-it-support-leadership-technical-escalation). 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 (IT Support Leadership & Technical Escalation) - **Company:** ETS Inc. - **Location:** Layton, UT, United States - **Salary:** $65,000.0 - $85,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Software Documentation, Information Technology Consulting, Hyper-V, Issue Tracking Systems, Windows Servers, Networking Basics, Queue Management Systems, Virtualization Technology, Workflow Management Systems, Network Routers, Firewalls (Computer Science), Information Technology, Vmware - **Published:** May 26, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=bdf5463f3ac1660d ## About the Role Do you have a valid Driver's License license?, Do you have experience in Windows?, Do you have a Bachelor's degree?, * Valid driver's license * Ability to pass a criminal background and MVR (driving record) screening * Ability to pass a pre-employment drug screening Desired Skills * Help desk team leadership and performance management * Technical escalation and advanced troubleshooting * Ticket queue management and support workflow design * Client relationship management and incident communication * Documentation and knowledge base development * Coaching, mentoring, and staff development * Cross-functional collaboration with engineering and operations teams Experience & Certifications ETS values candidates with diverse backgrounds and hands-on technical experience. Applicants with some or all of the following experience are encouraged to apply. * Preferred Experience: 3 to 7 years of IT support experience, with at least 1 to 2 years in a lead or supervisory role; experience in a managed services or technology consulting environment strongly preferred * Preferred Education: Bachelor's degree in Information Technology, Business, or a related field (or equivalent experience) * Technical Proficiency: Solid working knowledge of Windows Server, Active Directory, and Microsoft 365/Exchange; hands-on troubleshooting experience with networking fundamentals including routers, switches, firewalls, and endpoints * Virtualization: Familiarity with VMware or Hyper-V environments * Team Leadership: Demonstrated experience managing or leading a small-to-medium IT support team, including performance management and staff development * Process Management: Proven ability to define and improve support workflows, ticketing systems, and escalation paths * Communication: Excellent interpersonal and communication skills to lead a team, manage client expectations, and translate technical issues clearly for non-technical stakeholders * Certifications: CompTIA A+, Network+, or Security+ valued; Microsoft MCP, MCSA, or MCSE valued; ITIL Foundation a plus * Compensation: $65,000 to $85,000 annually, depending on experience ## Description The Help Desk Manager at Eminent Technical Solutions (ETS) is a key member of the operations team, responsible for leading a team of 4 to 8 technicians who deliver IT support across ETS's client base. This role owns the support function from day-to-day ticket operations through long-term team development, setting the standard for how clients experience ETS service. This is a leadership role that requires genuine technical depth. The Help Desk Manager is the primary escalation point for complex issues, the person clients trust when things go wrong, and the coach who develops technicians into stronger professionals over time. Beyond managing the team, the Help Desk Manager owns the quality and consistency of the support operation. This includes defining workflows, tracking performance metrics, enforcing documentation standards, and continuously improving how the team works. The role requires a proactive mindset focused on identifying patterns before they become problems and building a team that runs well without requiring constant intervention. Through strong technical credibility, clear communication, and consistent leadership, the Help Desk Manager ensures that ETS clients receive reliable, high-quality support while the help desk team grows into one of the strongest parts of the organization., * Manage day-to-day operations of the help desk team, ensuring tickets are handled efficiently, escalations are resolved promptly, and clients receive consistent, high-quality support. * Serve as the primary technical escalation point for complex or high-priority issues involving Windows Server, Active Directory, Microsoft 365, networking, and endpoint systems. * Coach and develop technicians through direct feedback, ticket review, and hands-on mentorship, building a team culture grounded in accountability and continuous learning. * Define and enforce support workflows, escalation paths, and documentation standards that improve consistency and reduce repeat issues. * Track key support metrics and use data to identify gaps, trends, and opportunities to improve team performance and client satisfaction. * Lead client-facing communication during escalated incidents, providing clear updates and confident resolution timelines. * Collaborate with the network engineering team on issues that cross infrastructure and support boundaries. * Participate in hiring, onboarding, and training of new help desk staff. * Maintain and improve the internal knowledge base and client-facing support documentation. ## Related Videos - [WebAssembly: The Next Frontier of Cloud Computing](https://www.wearedevelopers.com/videos/972-webassembly-the-next-frontier-of-cloud-computing) - [This Is Not Your Father's .NET](https://www.wearedevelopers.com/videos/967-this-is-not-your-father-s-net) - [Successful talent development: A joint journey of executives and talents](https://www.wearedevelopers.com/videos/1002-successful-talent-development-a-joint-journey-of-executives-and-talents) - [Generating code with Angular schematics](https://www.wearedevelopers.com/videos/129-generating-code-with-angular-schematics) - [You’re a great coder? 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