Help Desk Manager

Virtual Technologies Group; Maumee (OH); On-site; USD 80,000 - 100,000; Full time

Job summary

An established industry player seeks a dynamic Manager for its IT Help Desk. This pivotal role involves leading a team of skilled technicians to ensure exceptional service delivery and customer satisfaction. You will optimize operations, drive performance metrics, and cultivate a positive team culture. With a focus on professional growth and development, this opportunity is perfect for someone passionate about technology and leadership. Join a growth-oriented company that values work-life balance and offers a supportive environment for your career advancement.

Qualifications

• 2+ years in a leadership role overseeing a helpdesk team.
• Proven success in achieving SLAs and driving customer satisfaction.

Responsibilities

• Lead a team of help desk technicians to meet SLAs and customer satisfaction goals.
• Train and mentor team members on best practices and ITIL standards.

Skills

Leadership

Communication

Analytical Skills

Customer Satisfaction

Education

Bachelor’s degree in Information Technology

Bachelor’s degree in Business Management

Tools

ConnectWise

ServiceNow

ManageEngine ServiceDesk

Datto Autotask

Job description

Job Title: Manager, IT Help Desk

Job Location: Maumee, OH, USA

Travel %: Limited

Supervisory Responsibility: Yes

Position Type: Full-time

Compensation Range: $80,000 - $100,000 per year

Company Overview

Virtual Technologies Group (VTG) is an IT managed service provider (MSP) that offers a variety of IT products and services, including, but not limited to, remote managed IT services, rapid response to break-fix maintenance and repairs, managed security, and cloud-based solutions. We’re a growth-oriented company that prides itself on offering a positive culture, a great work-life balance, and opportunities for professional growth and development.

Job Overview

The Manager, IT Help Desk will lead the operational and strategic efforts of our IT helpdesk, ensuring exceptional service delivery and support for customers. This position focuses on optimizing helpdesk operations, achieving performance metrics, and cultivating a team culture centered on customer satisfaction and continuous improvement.

Responsibilities/Job Functions

• Lead and support a team of help desk technicians (Tier 1 - 3) to meet SLAs and customer satisfaction goals
• Cultivate a positive team culture by promoting engagement and morale-boosting initiatives
• Train and mentor team members on company procedures, best practices, and ITIL standards to ensure consistent service quality
• Manage ticket escalations and ensure complex issues are addressed by appropriate escalation teams
• Conduct performance reviews, providing constructive feedback, mentorship, and coaching
• Organize regular team meetings to discuss performance metrics, address challenges, and build team cohesion
• Develop dashboards and reporting tools to monitor SLAs, track workload, and make data-driven adjustments
• Address customer complaints promptly, ensuring professional and satisfactory resolutions

Minimum Qualifications

• Bachelor’s degree in Information Technology, Business Management, or a related field; or equivalent work experience within Tier 1 and 2 support
• 2+ years in a leadership role, overseeing a helpdesk team
• Demonstrated success in achieving and exceeding SLAs, driving customer satisfaction, and optimizing service delivery within a managed IT service environment
• Proficiency with service desk and remote management tools, such as ConnectWise, ServiceNow, ManageEngine ServiceDesk, ConnectWise, Datto Autotask, etc
• Exceptional leadership, communication, and interpersonal skills, with a track record of coaching and developing high-performing teams
• Excellent analytical skills and ability to use data to drive decisions and efficiencies

EEO Statement

We are an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.