Help Desk Manager (on-site)

Join a growing organization that is investing in the maturity and scalability of its IT operations. This role goes beyond ticket oversight - you’ll be responsible for shaping how IT support operates, scales, and delivers value to the business.

This opportunity offers:

• Ownership over help desk performance, processes, and continuous improvement
• The chance to build systems that reduce repeat issues and increase reliability
• High visibility with IT leadership through metrics, reporting, and outcomes
• A role where proactive thinking and operational excellence are genuinely valued

What will the Help Desk Manager do?

• Lead, coach, and develop a help desk team, setting clear expectations and performance standards
• Establish and maintain tiered support and escalation workflows
• Serve as the escalation point for complex or high-impact incidents
• Own root cause analysis (RCA) for recurring issues and drive permanent fixes
• Analyze ticket trends to identify systemic problems and prevent future incidents
• Build, maintain, and govern an IT knowledge base that supports both the team and end users
• Expand self-service capabilities to reduce ticket volume over time
• Define, track, and report on SLAs, KPIs, and support metrics
• Anticipate support demand tied to upcoming projects, system changes, and growth

• 3+ years of experience managing a help desk or IT support function
• Strong commitment to root cause analysis and long-term problem resolution
• Experience building or owning a knowledge base that teams actually use
• Comfort working with ticket data, trends, and performance metrics
• Experience defining SLAs, escalation paths, and tiered support models
• Strong communication skills with the ability to translate technical issues for non-technical audiences
• Familiarity with ITSM platforms (ServiceNow, Freshservice, Zendesk, or similar)
• Working knowledge of Windows environments, Microsoft 365, Active Directory, and endpoint management
• A steady, positive leadership style that raises standards without micromanagement

Bonus Points:

• ITIL Foundation certification or ITIL-aligned operating experience
• Experience supporting a rapidly growing or private-equity-backed organization
• Exposure to ERP or CRM support environments (D365 or similar platforms)
• Experience implementing or maturing self-service IT portals
• Background in change management or IT communications

• Ticket trends and recurring issues clearly identified with remediation plans underway
• Knowledge base assessed, gaps documented, and a content roadmap established
• Root cause analysis operating as a standard practice
• SLAs and escalation paths clearly defined and understood by the team
• Leadership receiving consistent visibility into help desk performance and health
• Proactive planning underway for upcoming demand and initiatives