IT Help Desk Manager: Lead & Scale High-Impact Support

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

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.