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# Help Desk Manager

- **Company:** Judi Health
- **Location:** Charlotte, NC, United States
- **Experience:** Starter
- **Salary:** $100,000.0 - $125,000.0
- **Contract:** Permanent contract
- **Skills:** Distributed Computing Environment, Issue Tracking Systems, Office365
- **Published:** August 11, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=1b4e4ddc50d1dac9

## About the Role

* 4+ Years of experience in a Help Desk role (preferably in a medium or larger company.)
 * A customer-oriented approach to problem resolution
 * Experience supporting Mac hardware/OSX in a Help Desk environment
 * Experience supporting remote users in a distributed environment
 * Experience with Jira Service desk or a similar ticketing system
 * Experience with Office 365 suite
 * Experience with MDM
 * 1-2 year's experience in a supervisory or management role
 * Ability to lift 30 lbs. regularly and up to 50 lbs. occasionally

All employees are responsible for adherence to the Judi Health Code of Conduct including the reporting of non-compliance. This position description is designed to be flexible, allowing management the opportunity to assign or reassign duties and responsibilities as needed to best meet organizational goals.

## Description

* Train and mentor Help Desk 1 and 2 personnel
 * Partner with IT Director to perform personnel management tasks for Help Desk staff
 * Work as an escalation resource for Help Desk 1 and 2 personnel
 * Drive customer problem resolution via systemic solutions (MDM, scripting, etc.)
 * Assist in promptly responding to user requests via ticketing system/phone calls/IM
 * Assist HD staff and end-users with access/system issues
 * Interface with internal partner teams to help drive best practices and compliance
 * Manage user systems via MDM Software
 * Write and update documentation for user reference
 * Help build and establish procedures for the Helpdesk team
 * Participate in a Help Desk OnCall schedule (tentatively will be one week/month. May be more to start, however.)


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