Helpdesk Manager - Lead IT Support & Service Delivery

Pacific Office Automation; Beaverton (AL); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Advancement opportunities

Team-player environment

Medical/Dental/Vision/Life insurance

401k matching

PTO / Vacation / Sick Leave

FSA program

Job summary

Pacific Office Automation is seeking a Helpdesk Manager to lead our on-site IT helpdesk team. This role focuses on delivering exceptional customer service, managing daily operations, and driving performance improvements across the team.

You will mentor staff, develop procedures, and collaborate with technicians, account managers, and sales to resolve issues quickly and accurately. On-site position with advancement opportunities and strong benefits.

Qualifications

• Experience managing an IT Helpdesk and delivering customer-focused service.
• Strong leadership and organizational skills to manage a busy support team.
• Ability to mentor staff and develop process improvements.

Responsibilities

• Monitor and respond quickly to helpdesk requests.
• Manage the operation and organization of the Helpdesk.
• Conduct performance evaluations and attend team meetings.
• Mentor, coach and develop team members; document procedures.
• Serve as technical escalation and train incoming staff; report issues and KPIs.
• Develop, implement and evaluate KPI’s; stay current with system updates.

Skills

IT management

Helpdesk

Team leadership

Customer service

Project coordination

KPI reporting

Job description

Pacific Office Automation is seeking a Helpdesk Manager to lead our on-site IT helpdesk team. This role focuses on delivering exceptional customer service, managing daily operations, and driving performance improvements across the team.

You will mentor staff, develop procedures, and collaborate with technicians, account managers, and sales to resolve issues quickly and accurately. On-site position with advancement opportunities and strong benefits.