<p><strong>Position Overview</strong></p><p>The Helpdesk Support Manager will oversee the daily operations of the IT Helpdesk team, ensuring timely resolution of support tickets, optimizing helpdesk processes, and delivering exceptional service across multiple sites in various states. This role requires strong leadership, technical expertise, and a commitment to continuous improvement in IT support operations.</p><p><br></p><p> <strong>Key Responsibilities</strong></p><ul><li><strong>Team Management:</strong></li><li>Lead, mentor, and develop helpdesk staff to ensure high performance and professional growth.</li><li>Manage scheduling, workload distribution, and performance evaluations.</li><li><strong>Helpdesk Operations:</strong></li><li>Oversee ticket management, ensuring timely resolution and adherence to SLAs.</li><li>Monitor and report on helpdesk metrics, identifying trends and areas for improvement.</li><li>Implement best practices for incident, problem, and request management.</li><li><strong>Process Optimization:</strong></li><li>Evaluate and enhance helpdesk workflows for efficiency and scalability.</li><li>Recommend and implement tools or automation to improve service delivery.</li><li><strong>Multi-Site Support:</strong></li><li>Coordinate IT support across multiple locations in different states.</li><li>Ensure consistent service standards and compliance with organizational policies.</li><li><strong>Collaboration & Communication:</strong></li><li>Act as the primary point of escalation for complex technical issues.</li><li>Work closely with other IT teams to resolve systemic issues and improve infrastructure reliability.</li></ul><p><br></p>

<p><strong>Qualifications</strong></p><ul><li>Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).</li><li>5+ years of IT support experience, with at least 2 years in a leadership role.</li><li>Strong knowledge of helpdesk systems, ticketing platforms, and ITIL principles.</li><li>Excellent communication, leadership, and problem-solving skills.</li><li>Ability to manage remote teams and support multiple sites effectively.</li></ul><p> </p><p><strong>Preferred Skills</strong></p><ul><li>Experience with Microsoft 365, Active Directory, and remote support tools.</li><li>Familiarity with compliance requirements (HIPAA preferred).</li><li>Project management experience is a plus.</li></ul><p><strong>What Success Looks Like in the First 6 Months</strong></p><ul><li><strong>Ticket Resolution Efficiency:</strong> Average ticket resolution time reduced by at least 20%, with clear SLA adherence across all sites.</li><li><strong>Team Development:</strong> Helpdesk staff trained on updated processes and tools, with measurable improvement in customer satisfaction scores.</li><li><strong>Process Improvements:</strong> Implementation of at least two workflow optimizations or automation initiatives that improve efficiency and reduce backlog.</li><li><strong>Multi-Site Standardization:</strong> Consistent helpdesk practices established across all locations, documented in updated SOPs.</li><li><strong>Reporting & Metrics:</strong> Regular reporting dashboards created for leadership, providing visibility into ticket trends, team performance, and resource needs.</li><li><strong>Stakeholder Satisfaction:</strong> Positive feedback from site leadership and end-users regarding responsiveness and quality of IT support.</li></ul><p><br></p>

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