Remote Help Desk Manager - Lead & Elevate IT Support

BCS365; United States; Remote; USD 105,000 - 132,000; Full time

Benefits offered by this job

Health Insurance

Paid Time Off

401k Retirement Plan with Company Job

Paid Parental Leave

Flexible Spending Account

Peer-to-Peer Recognition

Learning and Development

Pet Insurance

Fun On and Off-Site Events

Referral Bonus Program

Employee Assistance Program

Job summary

BCS365 is seeking a Help Desk Manager to lead a remote support team, ensuring timely resolution of technical requests and strong customer satisfaction. You will supervise a team of technicians and analysts, set priorities, monitor SLAs, and drive service improvements.

The role requires a bachelor’s degree in IT or related field, 3–5 years of leadership in IT support, ITIL certification, and excellent communication with stakeholders. Competitive compensation and full-time benefits are offered.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, related field, or equivalent job experience.
• 3-5 years in managing a help desk or IT support team.
• Relevant industry certifications, such as ITIL.
• Ability to effectively and efficiently organize time and resources to complete work accurately, thoroughly, and on time, detailing deliverables and tasks accordingly.

Responsibilities

• Supervise and manage the help desk team who delivers the end user technical support, including hiring, training, and performance monitoring.
• Ensure that technical issues are resolved in a timely and effective manner to meet SLAs and deliver best-in-class operations.
• Monitor help desk performance metrics and customer feedback.
• Develop and implement policies and procedures for the help desk team.
• Work with other departments to identify and implement technical solutions to customer needs.
• Analyze call center data and prepare reports for upper management.
• Evaluate staff effectiveness and performance annually or on an ad hoc basis.
• Prepare work schedules to ensure sufficient coverage, such as holiday coverages.
• Stay up-to-date with the latest trends and technologies in the help desk field.
• Available off hours as necessary.
• Onsite work at nearby office may be required.
• Other duties as assigned.

Skills

Leadership

ITIL

Staff coaching

Customer service

Education

Bachelor's degree

ITIL Certification

Job description

BCS365 is seeking a Help Desk Manager to lead a remote support team, ensuring timely resolution of technical requests and strong customer satisfaction. You will supervise a team of technicians and analysts, set priorities, monitor SLAs, and drive service improvements.

The role requires a bachelor’s degree in IT or related field, 3–5 years of leadership in IT support, ITIL certification, and excellent communication with stakeholders. Competitive compensation and full-time benefits are offered.