HRFH, LLC

IT Support

• Lead the daily operation of the help desk, including ticket intake, triage, assignment, prioritization, documented next steps, escalation, follow-up, aging, and closure in line with service commitments
• Direct the daily work of the Service Coordinator and L1/L2 Support Engineers by setting expectations, balancing workloads, maintaining coverage, coordinating handoffs with L3 and Internal IT, and holding team members accountable
• Manage schedules, time-off coverage, shift coverage, and temporary workload changes so the desk remains staffed for published service hours and planned maintenance
• Monitor ConnectWise PSA to maintain healthy queues, accurate ticket statuses, clear ownership, timely documentation, disciplined time entry, and adherence to service commitments
• Coach and develop employees through one-on-ones, team huddles, performance reviews, documented feedback, and development plans
• Address repeated performance or process issues through documented corrective action with the Director of IT Services and HR
• Serve as management escalation point for high-impact incidents, recurring service concerns, and client complaints
• Ensure clear, accurate, and appropriately frequent client communication
• Establish and manage service desk KPIs, including response and resolution times, SLA attainment, backlog health, first-contact resolution, reopen rates, productivity, and client satisfaction
• Review team performance data, identify causes of missed expectations, and implement measurable corrective actions
• Maintain service desk procedures, escalation paths, knowledge resources, quality standards, and consistent operating practices
• Identify opportunities to reduce repeat issues, improve workflows, strengthen documentation, and use automation more effectively
• Partner with leadership on hiring, onboarding, staffing needs, succession planning, and performance management

IT Help Desk Manager