IT Helpdesk Manager: Lead Support Operations

Compunnel Inc.; Chino (CA); Presencial; USD 120.000 - 160.000; Jornada completa

Descripción de la vacante

Compunnel Inc. is seeking an experienced IT Helpdesk Manager to lead the technical support team and strengthen customer service across the organization. The role blends strategic leadership with hands-on involvement to manage daily operations, asset lifecycle, and process improvement.

You will oversee service delivery, project execution, staffing, and performance management, ensuring a customer-focused IT environment with strong vendor partnerships and clear SLAs.

Formación

• Bachelor's degree or equivalent work experience.
• 10+ years in IT Helpdesk/Service Desk or End User Support.
• 5+ years leading technical support teams.
• Experience managing operations in mid-size to large enterprises.
• Expert-level troubleshooting across endpoints, printers, and mobile tech.

Responsabilidades

• Develop and improve helpdesk processes, workflows, and knowledge base content.
• Analyze support trends to increase efficiency and service quality.
• Drive adoption of ITIL-based service management practices.
• Ensure consistent, high-quality customer support across locations and departments.
• Manage vendor relationships and escalation paths.
• Lead major incident response and ensure timely resolution.
• Mentor and develop Helpdesk and End User Support staff.
• Establish and monitor SLAs, KPIs, and operational metrics.

Conocimientos

Helpdesk management

Leadership

Customer service

Troubleshooting

ITIL

Educación

Bachelor's degree in Information Technology, Computer Science, or related field

Descripción del empleo

Job Summary
We are seeking an experienced and highly motivated IT Helpdesk Manager to lead the technical support team and drive exceptional customer service across the organization. This role requires a strategic leader with a strong technical background who can effectively manage daily helpdesk operations while remaining hands-on when needed. The IT Helpdesk Manager will oversee support operations, asset lifecycle management, service delivery, team development, project execution, and continuous process improvement to ensure a high-performing and customer-focused IT support environment.

Key Responsibilities

• Develop and improve helpdesk processes, workflows, knowledge base content, and support documentation.
• Analyze support trends and metrics to identify opportunities for increased efficiency and service quality.
• Drive adoption of ITIL-based service management best practices.
• Ensure consistent delivery of high-quality customer support across all locations and departments.
• Manage relationships with technology vendors and support partners.
• Serve as the first escalation point for complex technical issues involving hardware, software, networking, Microsoft 365, endpoint devices, and enterprise applications.
• Demonstrate advanced troubleshooting skills and guide team members through root cause analysis and problem resolution.
• Remain actively involved in support operations and provide hands-on technical assistance when necessary.
• Lead major incident response efforts and ensure timely communication and resolution.
• Identify recurring issues and implement long-term corrective actions.
• Lead, mentor, coach, and develop a team of Helpdesk and End User Support professionals.
• Foster a culture of accountability, collaboration, customer service excellence, and continuous improvement.
• Conduct performance reviews, goal setting, career development planning, and regular coaching sessions.
• Establish and monitor Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and operational metrics.
• Manage staffing requirements, scheduling, workload distribution, and escalation management.
• Own and manage the complete lifecycle of IT assets, including procurement, deployment, tracking, maintenance, refresh, and retirement.
• Ensure accurate inventory management of hardware, software licenses, peripherals, and mobile devices.
• Develop and maintain asset management policies, standards, and documentation.
• Partner with procurement and vendors to optimize asset utilization and control costs.
• Conduct periodic asset audits and ensure compliance with organizational standards.
• Lead or participate in IT projects related to desktop support, hardware refreshes, software deployments, system upgrades, migrations, and workplace technology initiatives.
• Coordinate project planning, resource allocation, timelines, risks, and stakeholder communications.
• Ensure projects are delivered on schedule, within scope, and aligned with business objectives.
• Collaborate with infrastructure, security, networking, and application teams to execute cross-functional initiatives.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• 10+ years of progressive IT Helpdesk, Service Desk, or End User Support experience.
• 5+ years of leadership or management experience overseeing technical support teams.
• Demonstrated success managing helpdesk operations within a mid-size to large enterprise environment.
• Expert-level troubleshooting skills across endpoint devices, printers, and mobile technologies.

Notes:

Mandatory Areas

Must Have Skills – Helpdesk Manager

Skill 1 – 12 + Years of exp in Helpdesk support

Skill 2 – 5 + Years of Exp in as Managing Team