Help Desk Manager

Job Title: Helpdesk Manager

Location: Norwalk, CT (Hybrid - Onsite and Remote)

Salary: $85K to $95K

About the Company:

A leading Managed Service Provider (MSP) dedicated to delivering top-tier IT solutions to our diverse client base. We specialize in providing efficient, reliable, and scalable IT support services, including system management, network security, and cloud solutions. We are seeking a proactive and experienced Helpdesk Manager to join our team and drive the operational efficiency and service quality of our helpdesk team.

Position Overview:

As the Helpdesk Manager, you will play a critical role in overseeing daily operations of our helpdesk team while ensuring the highest levels of customer satisfaction. Your primary focus will be on managing the operational aspects of the helpdesk function (85%) with a smaller emphasis on providing hands-on technical support (15%) as needed. This hybrid role combines leadership responsibilities with technical oversight to ensure that our helpdesk team delivers high-quality IT support to clients in a timely and efficient manner.

Key Responsibilities:

Operations Management (85%):

Oversee day-to-day operations of the helpdesk team, ensuring the effective and efficient handling of client support requests.

Monitor team performance, providing coaching and mentoring to ensure consistent service levels, productivity, and customer satisfaction.

Develop and implement helpdesk procedures, best practices, and workflows to streamline operations.

Manage the escalation process, ensuring that complex technical issues are routed to the appropriate team members for resolution.

Collaborate with senior management to track key performance indicators (KPIs) and ensure that service level agreements (SLAs) are met.

Analyze helpdesk performance data to identify trends and opportunities for improvement.

Coordinate scheduling and staffing to ensure adequate coverage for all client support needs.

Provide regular reports on helpdesk operations to leadership, outlining team performance, client satisfaction metrics, and any outstanding issues.

Technical Support (15%):

Assist with technical support and troubleshooting as necessary, especially for complex issues or during periods of high demand.

Provide guidance and mentorship to helpdesk staff on technical escalations.

Stay up-to-date with the latest IT technologies and best practices, and provide technical expertise to helpdesk staff.

Contribute to knowledge base creation and documentation to enhance support efficiency.

Qualifications:

Proven experience in helpdesk or technical support roles, with at least 3 years in a leadership or management position.

Strong knowledge of IT systems, networks, and hardware, including troubleshooting and issue resolution.

Experience with helpdesk ticketing systems (e.g., ServiceNow, ConnectWise, Autotask, etc.).

Excellent leadership, coaching, and team management skills.

Strong problem-solving skills and the ability to handle escalated technical issues effectively.

Exceptional customer service and communication skills, both written and verbal.

Ability to manage multiple priorities in a fast-paced environment.

Experience with ITIL processes or similar frameworks is a plus.

Familiarity with remote desktop tools, Microsoft Office 365, Active Directory, and common IT infrastructure components is preferred.

Work Environment:

Hybrid role with flexibility to work both onsite and remotely from Norwalk, CT.

Occasional travel to client sites or other company offices may be required.

Compensation & Benefits:

Competitive salary based on experience.

Comprehensive benefits package, including health insurance, paid time off, and retirement savings options.

Professional development opportunities, including certifications and training.

Work-life balance with flexibility in scheduling and remote work options.