Help Desk Manager

Higher Information Group; Harrisburg (Dauphin County); On-site; USD 65,000 - 90,000; Full time

Job summary

Higher Information Group in Harrisburg, PA is seeking a hands-on Help Desk Manager to lead day-to-day IT support operations. You will oversee the service desk, mentor staff, manage ticket intake and resolutions, and ensure timely, high-quality issue handling.

This role emphasizes customer-focused service, clear communication, and collaboration with IT and business teams to align support with organizational goals and drive continuous improvement in user experience.

Qualifications

• Experience leading a help desk or service desk team.
• Strong troubleshooting and incident escalation skills.
• Excellent customer service and communication.
• Familiarity with ticketing systems and knowledge-base practices.
• Ability to stay organized in a fast-paced environment.
• Continuous-improvement mindset.

Responsibilities

• Lead, coach, and develop help desk staff; set clear expectations and foster a collaborative, service-oriented team culture.
• Oversee daily service desk operations, including ticket intake, triage, prioritization, escalation, and resolution.
• Monitor ticket queues and service performance; identify bottlenecks and take action to improve response and resolution times.
• Establish and maintain support procedures, documentation, knowledge-base content, and escalation paths.
• Handle complex or high-impact incidents and coordinate escalations with infrastructure, applications, security, and other IT teams.
• Communicate clearly with users about issue status, next steps, and service interruptions.
• Review service desk trends and user feedback to identify recurring issues and recommend improvements.
• Help manage team schedules, workload, onboarding, and ongoing training.
• Partner with IT leadership and business teams to align support services with organizational needs.

Skills

Leadership

Troubleshooting

Customer-service

Incident escalation

Knowledge management

Ticketing systems

Tools

Ticketing system

Knowledge base

Job description

We are seeking a customer-focused, hands-on Help Desk Manager to lead day-to-day IT support operations at our Harrisburg, Pennsylvania office. This role oversees the service desk team, supports timely and effective issue resolution, and helps continuously improve the technology support experience for employees.

Key Responsibilities

• Lead, coach, and develop help desk staff; set clear expectations and foster a collaborative, service-oriented team culture.
• Oversee daily service desk operations, including ticket intake, triage, prioritization, escalation, and resolution.
• Monitor ticket queues and service performance; identify bottlenecks and take action to improve response and resolution times.
• Establish and maintain support procedures, documentation, knowledge-base content, and escalation paths.
• Handle complex or high-impact incidents and coordinate escalations with infrastructure, applications, security, and other IT teams.
• Communicate clearly with users about issue status, next steps, and service interruptions.
• Review service desk trends and user feedback to identify recurring issues and recommend improvements.
• Help manage team schedules, workload, onboarding, and ongoing training.
• Partner with IT leadership and business teams to align support services with organizational needs.

Qualifications

• Experience in IT help desk, service desk, or technical support, including leadership or team-supervision experience.
• Strong troubleshooting, prioritization, and incident-escalation skills.
• Excellent customer-service, communication, and people-management abilities.
• Familiarity with ticketing systems, service desk metrics, and knowledge-management practices.
• Ability to stay organized and make sound decisions in a fast-paced support environment.
• A continuous-improvement mindset and commitment to a positive user experience.

Skills & Attributes

• A service-oriented leader who can support and motivate a team.
• Strong organizational and problem-solving skills.
• Clear, thoughtful communication with both technical teams and non-technical users.
• Sound judgment when prioritizing incidents and coordinating escalations.
• Adaptable, collaborative, and committed to continuous improvement.

Please add the position’s compensation range, benefits, schedule, and any other relevant employment details before posting.

About Our Company

At Higher Information Group, we empower businesses to leverage cutting-edge technology solutions that drive operational efficiency and competitive advantage. We are committed to fostering a culture of innovation, collaboration, and customer success. Join us and be part of a dynamic team focused on delivering technology-driven value to our clients while growing your career in a fast-paced industry.

Equal Opportunity Statement

Higher Information Group is an equal opportunity employer. We are committed to providing equal employment opportunities to all applicants and employees and to maintaining a workplace free from discrimination. Employment decisions are made without regard to any status protected by applicable law.