Helpdesk Support Manager

We are seeking an experienced and highly organized Helpdesk Support Manager to lead and optimize our remote IT support operations. This role is responsible for overseeing daily helpdesk activities, managing support staff, improving service delivery processes, and ensuring exceptional technical support for internal users and external clients.

The ideal candidate is a proactive leader with strong technical expertise, operational oversight experience, and a commitment to service excellence.

Applicants must reside in the United States and be legally authorized to work in the U.S.

Key Responsibilities

Lead, mentor, and manage a remote helpdesk support team

Oversee ticket management workflows and ensure SLA (Service Level Agreement) compliance

Monitor support performance metrics and implement continuous improvement initiatives

Develop and maintain IT support policies, procedures, and knowledge base documentation

Coordinate escalation processes for complex technical issues

Collaborate with IT infrastructure, cybersecurity, and application teams

Manage workforce scheduling to ensure adequate coverage

Conduct performance reviews and provide coaching and development plans

Identify automation opportunities to enhance service efficiency

Ensure adherence to security and compliance standards

Required Qualifications

5+ years of IT support experience, including 2+ years in a leadership or management role

Strong understanding of IT service management (ITSM) frameworks (e.g., ITIL)

Experience managing ticketing systems (e.g., ServiceNow, Jira Service Management, Zendesk)

Solid knowledge of Windows, macOS, Microsoft 365, networking fundamentals, and endpoint management

Experience supporting remote and hybrid work environments

Strong analytical and problem-solving skills

Excellent written and verbal communication skills

Ability to manage multiple priorities in a fast-paced environment

Preferred Qualifications

ITIL certification

CompTIA Network+ or Security+

Experience with automation and scripting (PowerShell, Python)

Experience in a mid-size or enterprise IT environment

Work Environment

Fully remote position

Standard business hours aligned with U.S. time zones

Occasional after-hours support oversight may be required