Help Desk Manager

Ledgent Technology; Rancho Palos Verdes (CA); On-site; USD 81,000 - 99,000; Full time

Job summary

Ledgent Technology is seeking an experienced IT Manager to lead and scale the IT Help Desk operations in California. You will manage a team of support professionals, mentor staff, and drive service excellence across processes and performance.

The role requires strong leadership, deep technical expertise, and a customer‑first mindset. You will collaborate with IT leadership on coverage, staffing, training, and escalation management while participating in after‑hours support as needed.

Qualifications

• 5+ years of IT Help Desk experience.
• 5+ years of leadership or supervisory experience.
• Strong mentoring and team development skills.
• Proficient in Windows OS, Office apps.
• Excellent communication and customer service.
• Experience handling escalations and complex issues.

Responsibilities

• Lead IT Help Desk staff, set goals and supervise performance.
• Develop training plans; conduct 1:1s and feedback sessions.
• Manage staffing, scheduling, PTO tracking, and recruiting efforts.
• Oversee ticket queue and ensure timely resolutions; escalate when needed.
• Collaborate with IT leadership on coverage and resource planning.
• Track service metrics and drive continuous improvement.

Skills

IT leadership

Mentoring

Customer service

Windows troubleshooting

Communication

Education

Associate's degree in IT

Certifications (A+, Network+)

Tools

Windows OS

Office 365

Laptop/Desktop hardware

Job description

Salary: USD90000 - USD90000 per year

About the Role

We are seeking an experienced, hands‑on IT Manager to lead and scale our IT Help Desk operations. This role is responsible for managing a team of support professionals, driving service excellence, and continuously improving support processes and performance. The ideal candidate is a strong people leader with deep technical expertise, a customer‑first mindset, and a proven ability to mentor teams and optimize IT support environments.

Key Responsibilities

• Team Leadership & Management (50%)
• Lead, coach, and develop a team of IT Support Specialists and Supervisors, promoting accountability and high performance
• Conduct performance evaluations, provide ongoing feedback, and support career development
• Manage staffing, scheduling, PTO tracking, and recruiting efforts
• Address performance issues proactively and reinforce expectations
• Develop and maintain training plans to enhance team capabilities
• Conduct regular 1:1 meetings to review performance, trends, and priorities
• Foster a positive, collaborative team culture with strong employee engagement

Operational Support & Strategy

• Partner with IT leadership to ensure proper Help Desk coverage, including holidays
• Support workforce planning and resource allocation
• Track and analyze service metrics to drive continuous improvement
• Strengthen team capability across a broad range of systems and technologies

Support Team Leadership

• Oversee and manage the Help Desk ticket queue, ensuring timely resolution
• Analyze trends, recurring issues, and performance data to identify improvements
• Serve as an escalation point for complex or high‑priority issues
• Collaborate with cross‑functional teams to resolve technical challenges
• Act as backup leader when senior IT leadership is unavailable
• Support high‑sensitivity systems requiring accuracy and accountability
• Participate in an on‑call rotation for after‑hours support

Technical Support

• Troubleshoot and resolve hardware, software, and end‑user issues
• Install, configure, and maintain systems and equipment
• Provide onsite and remote support as needed
• Recommend and implement solutions to improve system performance and user experience

Qualifications

Required Experience & Skills

• 5+ years of IT Help Desk experience supporting end users
• 5+ years of leadership or supervisory experience in IT support
• Proven ability to mentor and develop technical teams
• Strong technical expertise in:
• Windows operating systems
• Microsoft Office and collaboration tools
• Desktop hardware and software troubleshooting
• Excellent communication and customer service skills
• Strong problem‑solving and organizational abilities
• Experience handling escalations and supporting users with varying technical skill levels

Education & Certifications

• Associate's degree in IT, Business, or related field, or equivalent combination of experience and certifications
• Relevant certifications (CompTIA A+, Network+, CCNA, MCP, etc.) preferred

Yes, I am currently eligible to work (work permit/visa/citizenship) in the country to which I am applying. No, I am not currently eligible to work (work permit/visa/citizenship) in the country to which I am applying.

Thank you for submitting your application.