Help Desk Manager Overview • The Help Desk Manager oversees onsite IT support operations, ensuring seamless service delivery and technical excellence across client environments. • This role combines advanced technical execution with leadership responsibilities, focusing on mentoring staff and refining service processes. • Deliver high-touch, white-glove IT support, ensuring minimal disruption to client business operations. • Collaborate with stakeholders to enhance operational efficiency and customer satisfaction. • Identify and address technical and operational gaps, driving continuous improvement initiatives. • Provide expert guidance on infrastructure management, including hardware, networking, and SaaS configurations. • Ensure compliance with service standards and maintain accurate documentation of processes. • Support field personnel development through structured evaluations and mentorship programs. Help Desk Manager Key Responsibilities & Duties • Lead onsite IT support operations, resolving complex technical issues and ensuring service excellence. • Mentor and evaluate field technicians, fostering professional growth and adherence to service standards. • Conduct audits to maintain infrastructure cleanliness, labeling, and operational standards. • Troubleshoot and manage hardware, software, and network configurations across client environments. • Collaborate with cross-functional teams to streamline onboarding and lifecycle management processes. • Ensure real-time ticket updates and precise time tracking for accurate billing and SLA compliance. • Identify systemic issues and recommend technological upgrades and process improvements. • Maintain high customer satisfaction ratings through effective communication and service delivery. Help Desk Manager Job Requirements • Bachelor of Science (BS) degree in a relevant field is required. • 10+ years of experience in onsite IT support or field technician roles. • Proficiency in Windows/Mac OS, Microsoft 365, and basic Cisco/Meraki networking. • Strong leadership skills with experience mentoring and evaluating technical staff. • Relevant certifications such as CompTIA A+/Network+, ITIL Foundation preferred. • Ability to lift up to 50 pounds and travel regularly across client locations. • Exceptional communication skills, ensuring professional interactions with clients and stakeholders. • Experience in high-compliance environments, preferably within financial services or banking.