IT Helpdesk Manager | QA-Driven Support Leader

1Above Technology; Los Angeles (CA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Career growth opportunities

In-office work in Los Angeles

Job summary

1Above Technology in Los Angeles is seeking an experienced Customer Service Manager to lead our in-office IT support operations. You will oversee the day-to-day performance of the helpdesk, ensure SLA compliance, and drive QA processes to maintain high technical standards for clients and internal teams.

You will manage ticket lifecycle, coach technicians, and report metrics to leadership, with a clear path to senior leadership as the company scales.

Qualifications

• 3+ years of experience in a support management role.
• ITIL Foundation certification or working knowledge of ITIL service management.
• Proven experience building or managing a QA program for a support team.
• Familiarity with PSA and ticketing platforms such as Zoho Desk, Zendesk, Jira.
• Demonstrated ability to manage SLAs, analyze performance data, and present findings to leadership clearly.
• Strong leadership and communication skills with accountability without micromanaging.
• Ability to stay calm and decisive under pressure during major incidents.
• Highly organized with strong documentation discipline.

Responsibilities

• Lead and develop a technicians team, set expectations, provide feedback, and conduct performance reviews.
• Create and manage team schedules to ensure coverage during business hours and on-call rotations.
• Onboard new technicians and train them to team standards before they handle tickets independently.
• Build a culture of accountability, continuous learning, and excellent client experiences.
• Escalate personnel issues to HR and leadership promptly.

Skills

Team leadership

Communication

Quality assurance

Performance analytics

Education

ITIL Foundation certification

Tools

Zoho Desk

Zendesk

Jira

Job description

1Above Technology in Los Angeles is seeking an experienced Customer Service Manager to lead our in-office IT support operations. You will oversee the day-to-day performance of the helpdesk, ensure SLA compliance, and drive QA processes to maintain high technical standards for clients and internal teams.

You will manage ticket lifecycle, coach technicians, and report metrics to leadership, with a clear path to senior leadership as the company scales.