IT Help Desk Manager Milford, Ohio

Jeff Wyler Corporate office located in Milford, Ohio is "Now Hiring" an IT Help Desk Manager!

We are seeking a highly motivated and experienced IT Help Desk Manager to lead our technical support team. In this role, you will be responsible for overseeing daily operations of the IT Help Desk, managing support staff, ensuring efficient resolution of user issues, and implementing best practices to improve service delivery. You'll play a critical role in maintaining user satisfaction, minimizing downtime, and aligning IT support services with business goals.

Job Responsibilities:

Key Responsibilities:

Manage and lead the help desk team, including hiring, training, scheduling, and performance evaluations.

Develop and implement help desk policies, procedures, and service level agreements (SLAs).

Monitor and analyze performance metrics to ensure high-quality support.

Serve as the escalation point for complex technical issues and customer complaints.

Oversee ticketing systems and ensure timely resolution of incidents and requests.

Collaborate with other IT teams to ensure seamless integration and support of hardware, software, and network systems.

Maintain inventory of IT assets and manage procurement for end-user equipment.

Provide regular reports on help desk performance, trends, and improvement areas.

Promote a customer-focused culture and ensure end-user satisfaction.

Stay updated with industry trends, technologies, and best practices.

Required Qualifications:

Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).

5+ years of IT support experience, with at least 2 years in a supervisory or managerial role.

Strong knowledge of IT service management (ITSM) tools and frameworks (e.g., ITIL).

Proven experience managing help desk or technical support teams.

Excellent problem-solving, organizational, and communication skills.

Familiarity with Windows, macOS, Active Directory, Office 365, remote support tools, and networking fundamentals.