Remote IT Helpdesk Manager | Lead SLA & Team

Winixx Inc.; Atlanta (GA); Teletrabalho; USD 80 000 - 115 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive base salary

Performance bonus program

Hybrid work environment

Career growth across 30+ SaaS products

Paid time off and holidays

Professional development support

Resumo da oferta

Winixx Inc. is seeking a Helpdesk Manager to lead our IT support function for a distributed, remote-first workforce. You will set service standards, manage escalations, and drive continuous improvement in support quality and efficiency.

The role requires 5+ years in IT support with 2+ years in a leadership capacity. Strong experience with Zendesk, ServiceNow, or Freshservice and proficiency in macOS, Windows, and Google Workspace is essential.

Qualificações

• Minimum 5+ years in IT support
• At least 2 years in a team lead/management role
• Experience managing helpdesk operations for a distributed or remote-first workforce
• Proficient with IT ticketing platforms such as Zendesk, ServiceNow, or Freshservice
• Strong understanding of macOS, Windows, and Google Workspace administration
• Excellent coaching and people development skills
• Bachelor's degree in Information Technology or a related field
• ITIL Foundation certification is preferred

Responsabilidades

• Lead and manage the Winixx IT helpdesk team across Tier 1 and Tier 2 support
• Define service level agreements and ensure SLA compliance across all support channels
• Develop and maintain the helpdesk knowledge base and self-service resources
• Manage the IT ticketing system and optimize workflows for efficient ticket routing and resolution
• Handle escalated IT issues that require management involvement or cross-team coordination
• Hire, onboard, and develop IT support team members
• Track and report on helpdesk metrics including ticket volume, resolution time, and user satisfaction
• Partner with the systems and security teams on IT improvement initiatives

Conhecimentos

IT support

Team leadership

Remote helpdesk

Coaching

Data-driven

Formação académica

Bachelor's degree in Information Technology

ITIL Foundation (preferred)

Ferramentas

Zendesk

ServiceNow

Freshservice

Descrição da oferta de emprego

Winixx Inc. is seeking a Helpdesk Manager to lead our IT support function for a distributed, remote-first workforce. You will set service standards, manage escalations, and drive continuous improvement in support quality and efficiency.

The role requires 5+ years in IT support with 2+ years in a leadership capacity. Strong experience with Zendesk, ServiceNow, or Freshservice and proficiency in macOS, Windows, and Google Workspace is essential.