Helpdesk Manager: Lead IT Support & Team Growth

Pacific Office Automation Inc.; Beaverton (OR); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life insurance

Matched 401k

FSA program

Job summary

Pacific Office Automation seeks a results-driven Helpdesk Manager to lead our IT support team and ensure delivery of managed services to our clients. You will oversee ticket handling, escalation, and resolution, while mentoring technicians and driving improvements in service delivery.

Responsibilities include process documentation, KPI development, and cross-team collaboration to resolve complex issues. A focus on customer satisfaction and ongoing staff development is essential.

Qualifications

• Strong IT service delivery and customer-facing skills.
• Experience managing a IT helpdesk or service desk team.
• Ability to mentor and develop staff and conduct performance evaluations.

Responsibilities

• Monitor and respond quickly to helpdesk requests.
• Manage the operation and organization of the Helpdesk.
• Mentor, coach and develop team members; train incoming staff.
• Define and track KPI’s; report on performance and issues.
• Collaborate with Technicians, Customers, TAMs, and Sales Representatives to ensure seamless support.
• Maintain up-to-date training materials for software and hardware.
• Ensure timely and accurate customer service on a daily basis.

Job description

Pacific Office Automation seeks a results-driven Helpdesk Manager to lead our IT support team and ensure delivery of managed services to our clients. You will oversee ticket handling, escalation, and resolution, while mentoring technicians and driving improvements in service delivery.

Responsibilities include process documentation, KPI development, and cross-team collaboration to resolve complex issues. A focus on customer satisfaction and ongoing staff development is essential.