IT Help Desk Manager: Lead, Optimize & Elevate Support

SolvdUS, Inc; Lenexa (KS); Presencial; USD 70.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health, dental, vision insurance

401(k) plan options

Paid time off

Descripción de la vacante

Solvd US is seeking an IT Help Desk Manager to lead on-site technical and hardware support in Lenexa, Kansas. You will manage a North America support team, coordinate incident response, and drive process improvements to improve service quality and customer satisfaction.

The role requires 5+ years in technical support with leadership experience, strong troubleshooting, Windows and networking skills, and the ability to collaborate across Engineering, Product, and Infrastructure teams.

Formación

• 5+ years in technical support, application support, systems administration, or related field.
• 2+ years of experience leading technical support personnel or teams.
• Strong troubleshooting and problem-solving skills for complex production issues.
• Experience supporting business-critical applications in a production environment.
• Experience with Windows-based systems and enterprise technologies.
• Solid networking fundamentals (TCP/IP, DNS, DHCP, VPNs).
• Ability to interpret logs and guide incident investigations.
• Experience with ticketing systems, ITSM processes, incidents, and escalations.
• Excellent written and verbal communication, able to convey technical issues to diverse audiences.
• Ability to collaborate across technical and non-technical teams and manage day-to-day operations.

Responsabilidades

• Lead, manage, and develop the on-site technical support team.
• Define priorities, performance expectations, and accountability standards.
• Manage staffing, scheduling, and workload across North America.
• Foster a customer-focused culture with ownership and continuous learning.
• Oversee Tier 1–3 support and ensure SLAs are met.
• Monitor tickets, response/resolution times, backlog, and escalations.
• Improve support processes, workflows, and incident response procedures.
• Coordinate cross-functional incident response with Engineering, Product, and Infrastructure.
• Maintain documentation, knowledge bases, and standard operating procedures.
• Lead continuous improvement and performance reporting to leadership.

Conocimientos

Technical support

Team leadership

Troubleshooting

Windows OS

Networking basics

Incident management

SLA management

Documentation

Communication

PowerShell

Python

SQL

AWS

Azure

Herramientas

PowerShell

Python

SQL

AWS

Azure

Descripción del empleo

Solvd US is seeking an IT Help Desk Manager to lead on-site technical and hardware support in Lenexa, Kansas. You will manage a North America support team, coordinate incident response, and drive process improvements to improve service quality and customer satisfaction.

The role requires 5+ years in technical support with leadership experience, strong troubleshooting, Windows and networking skills, and the ability to collaborate across Engineering, Product, and Infrastructure teams.