Shield

Compensation

Full Description

Help Desk Manager Department: Managed Services Employment Type: Full Time Location: OneNet Global - Remote Compensation: $70,000 - $80,000 / year Description Manages the client facing Help Desk to ensure that we deliver exceptional and timely support to all end users. Key Responsibilities · Team Leadership · Lead, coach, and develop the Technical Support Engineer I and Support Services Coordinator roles to ensure consistent, high-quality delivery. · Conduct regular 1:1s, performance check-ins, and support professional development · Foster a culture aligned with our organizational core values of All In, Own It, and Thrive Together. · Service Delivery Oversight and Client Communication · Ensure timely and effective resolution of client issues, focusing on SLA achievement, client satisfaction, and quality of work. · Oversee triage, ticket prioritization, and escalations in coordination with our AI tools. · Review open ticket aging, ticket hygiene, time entry quality, and adherence to standards. · Ensure clients receive timely, clear, and professional communication throughout the support lifecycle. · Act as an escalation point for complex or sensitive client situations. · Process Management · Maintain and improve operational processes such as ticket workflow, documentation standards, escalation paths, and dispatch procedures. · Drive continual service improvement across Help Desk functions, including efficiency, communication flow, and client experience. · Reporting, Metrics, & Performance Tracking · Monitor and report on KPIs such as SLA compliance, ticket volume, ticket aging, customer satisfaction, and ticket performance. · Use reports to identify trends, bottlenecks, and opportunities for improvement. · Perform other duties as assigned Skills, Knowledge & Expertise · High School Diploma (College degree preferred) · 5+ years working for an MSP · 3+ years managing a support team · ITIL v4 certification preferred · Experience with Connectwise Manage, NinjaOne, IT Glue, and Auvik preferred Interfaces and Expectations Interfaces · Reports to the Support Services Manager · Communicate with internal teams, outside vendors, & clients as needed Expectations · All communications will be timely and conducted with business standards · Work with Support Services Manager to ensure that all support processes are consistent and followed by all. · Metrics will be determined