We are seeking an experienced and highly organized Helpdesk Support Manager to lead and optimize our remote IT support operations. This role is responsible for overseeing daily helpdesk activities, managing support staff, improving service delivery processes, and ensuring exceptional technical support for internal users and external clients.
The ideal candidate is a proactive leader with strong technical expertise, operational oversight experience, and a commitment to service excellence.
Applicants must reside in the United States and be legally authorized to work in the U.S.
Key Responsibilities
Lead, mentor, and manage a remote helpdesk support team
Oversee ticket management workflows and ensure SLA (Service Level Agreement) compliance
Monitor support performance metrics and implement continuous improvement initiatives
Develop and maintain IT support policies, procedures, and knowledge base documentation
Coordinate escalation processes for complex technical issues
Collaborate with IT infrastructure, cybersecurity, and application teams
Manage workforce scheduling to ensure adequate coverage
Conduct performance reviews and provide coaching and development plans
Identify automation opportunities to enhance service efficiency
Ensure adherence to security and compliance standards
Required Qualifications
5+ years of IT support experience, including 2+ years in a leadership or management role
Strong understanding of IT service management (ITSM) frameworks (e.g., ITIL)
Experience managing ticketing systems (e.g., ServiceNow, Jira Service Management, Zendesk)
Solid knowledge of Windows, macOS, Microsoft 365, networking fundamentals, and endpoint management
Experience supporting remote and hybrid work environments
Strong analytical and problem-solving skills
Excellent written and verbal communication skills
Ability to manage multiple priorities in a fast-paced environment
Preferred Qualifications
ITIL certification
CompTIA Network+ or Security+
Experience with automation and scripting (PowerShell, Python)
Experience in a mid-size or enterprise IT environment
Work Environment
Fully remote position
Standard business hours aligned with U.S. time zones
Occasional after-hours support oversight may be required
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