IT Helpdesk Manager — Lead 24/7 Support & Team Performance

Prosum; San Mateo (CA); On-site; USD 90,000 - 120,000; Full time

Job summary

A leading IT service provider in California is seeking a dynamic Helpdesk Manager to lead a growing IT helpdesk team. In this role, you will oversee 24/7 support operations, manage employee performance, and work closely with vendors for escalations. The successful candidate will have extensive experience in IT support management, familiarity with ITIL framework, and excellent communication skills. This is an opportunity to drive service excellence in a fast-paced environment.

Qualifications

• Minimum of 5 years’ experience managing a multi-tier, enterprise-wide IT support team.
• Experience in developing and publishing services and SLAs.
• Expert level PC software and hardware troubleshooting skills.

Responsibilities

• Oversee daily operations of the helpdesk/desktop support team.
• Monitor employee performance and provide feedback.
• Work closely with vendors and customers for escalations and performance reports.

Skills

Service management experience

ITIL framework knowledge

PC software troubleshooting

Microsoft Office skills

Time Management

Verbal and written communication

Job description

A leading IT service provider in California is seeking a dynamic Helpdesk Manager to lead a growing IT helpdesk team. In this role, you will oversee 24/7 support operations, manage employee performance, and work closely with vendors for escalations. The successful candidate will have extensive experience in IT support management, familiarity with ITIL framework, and excellent communication skills. This is an opportunity to drive service excellence in a fast-paced environment.