Information Technology Help Desk Manager

Talantir; Portland (OR); Hybrid; USD 90,000 - 120,000; Full time

Job summary

LHH is seeking an IT/Help Desk Manager to oversee the performance of the managed services help desk across multiple client environments, ensuring SLA compliance and a consistent customer experience.

You will lead day-to-day operations, coordinate incident resolution, mentor Tier 1–3 staff, and drive continuous improvement while collaborating with clients, vendors, and internal teams to align service delivery with contractual commitments.

Qualifications

• 5+ years of experience in IT support or service desk.
• 2+ years in a supervisory or management role.
• Experience with MSP environments preferred.
• Solid understanding of SLA-driven support and ITSM.
• Strong communication and leadership skills.
• Experience with ServiceNow, ConnectWise, Jira Service Management.
• Proven ability to manage multiple client environments.

Responsibilities

• Own day-to-day help desk operations across multiple managed services clients
• Ensure consistent delivery of services in accordance with SLAs and KPIs
• Monitor ticket queues, workload distribution, and service trends
• Act as primary escalation point for high-severity incidents
• Coordinate incident resolution across internal teams, vendors, and third parties
• Lead, mentor, and manage Tier 1–3 help desk technicians
• Assign work, manage schedules, and ensure coverage for business hours and on-call
• Conduct performance reviews and training planning
• Support onboarding and ongoing enablement of technical staff
• Foster customer-focused, accountable team culture
• Serve as operational liaison for MSP clients
• Participate in service reviews and escalation calls

Skills

ITSM platforms

Leadership

MSP experience

Microsoft 365

Active Directory/Entra ID

NOC operations

Networking fundamentals

ITIL Foundation

CompTIA certifications

Customer service

Tools

ServiceNow

ConnectWise

Jira Service Management

Job description

LHH is hiring an IT/Help Desk Manager to oversee the overall performance, quality, and efficiency of the Managed Services help desk function. This role leads day-to-day service delivery and NOC administration across multiple client environments, ensuring adherence to Service Level Agreements (SLAs), consistent customer experience, and continuous operational improvement.

Key Responsibilities

• Own day-to-day help desk operations across multiple managed services clients
• Ensure consistent delivery of services in accordance with contractual SLAs and KPIs
• Monitor ticket queues, workload distribution, and service trends to maintain performance standards
• Act as the primary escalation point for high-severity incidents and client-impacting issues
• Coordinate incident resolution efforts across internal teams, vendors, and third-party providers
• Lead, mentor, and manage Tier 1–3 help desk technicians
• Assign work, manage schedules, and ensure appropriate coverage for business hours and on-call support
• Conduct performance reviews, coaching sessions, and skills development planning
• Support onboarding, training, and ongoing enablement of technical staff
• Foster a customer-focused, accountable, and collaborative team culture
• Serve as an operational liaison for assigned MSP clients
• Participate in service reviews, operational check-ins, and escalation calls as needed

Required Qualifications

• 5+ years of experience in IT support or service desk environments
• 2+ years of experience in a supervisory or management role
• Prior experience in a Managed Services Provider (MSP) environment strongly preferred
• Strong understanding of IT service management principles and SLA-driven support
• Demonstrated ability to manage multiple priorities across diverse client environments
• Excellent communication, leadership, and customer service skills
• Experience with ITSM platforms (e.g., ServiceNow, ConnectWise, Jira Service Management)
• Adept across Microsoft 365, Active Directory/Entra ID, endpoint management, NOC, networking fundamentals
• ITIL Foundation, CompTIA certifications are highly preferred