Helpdesk Support Manager

Position Overview

The Helpdesk Support Manager oversees the day-to-day operations of the helpdesk team ensuring efficient handling of help desk inquiries, client management, and escalations. This role is responsible for maintaining service standards, fostering client relationships, and providing direct backup support to end-users and staff. The Manager works directly with various clients, ensuring compliance, accurate documentation, and streamlined processes. Additionally, this role involves supervising, coaching, and training staff to promote a high-performing, client-focused environment.

Key Responsibilities

Team Management and Leadership:

• Supervise helpdesk support team staff, including recruitment, training, coaching, performance evaluations, and disciplinary actions.
• Provide backup support and escalation assistance when other managers are unavailable.
• Oversee and manage staff compliance with remote work policies, service standards, and technical processes.
• Create and enforce systems, policies, procedures, and productivity standards.
• Support staff development by identifying and fostering personal growth opportunities. Succession planning, goal setting, etc.

Client and Vendor Relationship Management:

• Serve as the primary point of contact for escalations and complex support cases.
• Build and maintain relationships with clients and external partners.
• Meet with clients to review reporting, ticket management, and address concerns or enhancements.
• Open and manage trouble tickets with vendors, ensuring proper resolution and communication.
• Assist sales staff with RFPs and suggest amendments or additional services based on client needs.

Technical Support and System Oversight:

• Provide backup support for end users via remote access tools and direct communication.
• Manage devices and endpoints via RMM systems (Autotask, Datto RMM, IT Glue and others).
• Oversee implementation, maintenance, and troubleshooting of software and hardware, including Microsoft, Adobe, proprietary applications, networking devices, and telecommunications equipment.
• Ensure PCI compliance for POS systems and maintain Gold Standard system images.
• Procure IT equipment and services to meet operational and client requirements.
• Manage all cellular accounts, performing monthly audits to control costs.

Documentation and Compliance:

• Maintain and update knowledgebase and documentation, including the development of new process flows. Work to develop and maintain key Standard Operating Procedures (SOP).
• Review and manage service level agreements (SLAs) compliance to ensure service excellence.
• Create and process invoices for billable work and review client contracts for accuracy and service alignment.
• Provide root cause analysis for significant issues and identify improvement opportunities.
• Monitor compliance with technical and operational standards, participating in continuous process improvement initiatives.
• Review and ensure all company and client documentation are in compliance

Cross-Functional Support and Collaboration:

• Provide frequent updates and proactive communication to clients and internal stakeholders.
• Work closely with other managers on process improvements and automation initiatives.
• Act as a backup administrator for team system tools – including but not limited to Datto RMM, IT Glue, ESET, Office 365 products, and SharePoint environments.
• Contribute to the team effort by delivering high-quality service and collaborating to achieve department goals.

Requirements

Experience and Skills:

• Minimum of 3–5 years in a technical support or help desk environment, with at least 2 years in a leadership or managerial role.
• Strong experience with device management tools (e.g., Autotask, Datto RMM, IT Glue), Windows support (Windows 10/11), and POS systems.
• Knowledge of networking devices, printers, and telecommunication systems.
• Experience managing vendor and client relationships, including SLAs, escalations, and process improvements.
• Excellent customer service skills, with the ability to communicate professionally and empathetically with clients and staff.
• Experience in documentation, knowledgebase management, and training development.

Personal Attributes:

• Detail-oriented, organized, and capable of managing multiple priorities simultaneously.
• Positive, team-oriented attitude with a proactive approach to problem-solving.
• Self-motivated and able to work independently or collaboratively as needed.
• Commitment to continuous learning and process improvement.

Job Type: Full-time

Pay: $65,000 to $80,000 per year

Expected hours: No less than 40 per week

Benefits:

• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8-hour shift
• Every weekend
• Holidays

Work Location: Remote