Network Operations Lead: Helpdesk & Client Support

One Source; Raleigh (NC); On-site; USD 90,000 - 120,000; Full time

Job summary

One Source is seeking a Network Operations Manager to lead the frontline technical support team and oversee day-to-day network operations. You will manage staff performance, drive service delivery improvements, and ensure timely resolutions for internal and client IT issues.

The role requires strong ITSM knowledge, 3–5+ years in IT support with supervisory experience, and a customer-centric approach to maintain high CSAT scores.

Qualifications

• 3–5+ years in IT support, with at least 2 years in a supervisory or managerial role.
• Strong knowledge of ITSM frameworks, Windows/Mac OS, Office 365, networking basics, and endpoint management.
• Experience with helpdesk ticketing systems and remote support tools.
• ITIL certification is a plus.

Responsibilities

• Lead and manage the customer-facing helpdesk team to deliver timely, high-quality technical support to external clients.
• Ensure exceptional client experience through efficient handling of service requests, incidents, and escalations.
• Monitor ticket queues, response times, and resolution rates to meet or exceed SLAs.
• Serve as the point of escalation for complex or sensitive client issues, ensuring quick resolution and professional communication.
• Establish and maintain helpdesk processes that align with client SLAs, security standards, and ITIL best practices.
• Build strong client relationships by maintaining a service-oriented culture within the helpdesk team.
• Conduct regular coaching, performance reviews, and training for helpdesk staff to ensure technical and customer service excellence.
• Analyze support trends and client feedback to drive process improvements and reduce repeat issues.
• Collaborate with Account Management, Engineering, and other technical teams to ensure seamless client support.
• Maintain accurate documentation of client environments, support procedures, and known issues; provide regular reporting to leadership on ticket metrics, team performance, and CSAT

Skills

People management

ITSM knowledge

Customer service

Leadership

Education

Bachelor's degree in IT/CS

Tools

Helpdesk ticketing systems

Remote support tools

Job description

One Source is seeking a Network Operations Manager to lead the frontline technical support team and oversee day-to-day network operations. You will manage staff performance, drive service delivery improvements, and ensure timely resolutions for internal and client IT issues.

The role requires strong ITSM knowledge, 3–5+ years in IT support with supervisory experience, and a customer-centric approach to maintain high CSAT scores.