Help Desk Operations Manager

Secur-Serv

. Manage quality and customer experience for the Managed IT Help Desk .

Posted 11/4/2026full-timeRemote • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing IT Help Desk operations, including team leadership, performance management, and customer experience enhancement. Proficient in developing training programs, analyzing help desk performance metrics, and implementing process improvements.

Highest-signal resume keywords

IT Management ExperienceCall Center ExperienceTeam LeadershipHelp Desk Performance AnalysisProject Management Principles

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Help Desk Operations ManagementTechnical Issue ResolutionBudget ManagementReport GenerationIT Systems UnderstandingHardware/Software TroubleshootingTraining Program DevelopmentProcess Improvement ImplementationSLA MonitoringTicket Management

Soft Skills

Strong Communication SkillsCustomer Issue HandlingTeam Cohesion BuildingPerformance FeedbackMulti-tasking Ability

Tools & Technologies

MS Office ApplicationsHelp Desk SoftwareTicketing SystemsCollaboration ToolsITIL Practices

Industry Keywords

Customer Experience ManagementService-Level AgreementsField Service CoordinationVendor Relationship ManagementStaff Development

About the role

Key responsibilities & impact

Manage quality and customer experience for the Managed IT Help Desk
Manage support tickets, workflows, and team collaboration in a fast-paced technical environment
Work customer tickets as needed and assist technicians with technical or customer needs
Maintain scheduled ticket status and scheduled service calls
Follow up as first point of contact for negative ticket survey responses
Monitor active Help Desk tickets for quality
Monitor service-level agreements and communication metrics for technicians
Move or escalate tickets for technical, availability, or SLA resolution
Assist with inter-department ticket assignment
Balance Help Desk technician workload
Schedule and dispatch Field Service tickets and coordinate materials
Provide first point of contact for Field Service escalations
Build team cohesion and a high-performing customer support culture
Plan, direct, and coordinate assigned staff toward goals and objectives
Develop staff and provide guidance regarding client relationships and projects
Identify staff development and growth opportunities
Ensure appropriate staff training
Provide coaching, communication, feedback, and formal performance appraisals
Participate in selecting new employees to ensure adequate staffing
Manage team members according to corporate policies and procedures
Maintain an environment supporting productivity, engagement, and job satisfaction
Communicate direction to operations staff and management
Coordinate disciplinary actions with the Manager and People Department
Prepare and conduct periodic performance reviews
Implement and sustain process improvement

Requirements

What you’ll need

High School Diploma or GED
2 years of IT Management experience
2 years of Call Center experience
Experience leading a team, including hiring, training, and performance management
Basic understanding of project management principles
Ability to develop training programs and materials for help desk staff
Experience managing budgets and controlling costs related to help desk operations
Proficiency generating and analyzing reports to track help desk performance and identify areas for improvement
Understanding of IT systems, networks, and hardware/software troubleshooting
Proficiency using MS Office applications
Ability to handle customer issues professionally and efficiently
Ability to identify, analyze, and resolve complex technical issues
Strong verbal and written communication skills for technical and non-technical stakeholders
Ability to manage multiple tasks and priorities effectively
Must participate in on-call rotation
Familiarity with ITIL practices preferred
Experience managing relationships with external vendors and service providers preferred
Must be authorized to work in the United States without immigration sponsorship
Must be willing to submit to a post-offer background check and drug screen

Benefits

Comp & perks

Professional and personal growth opportunities
Defined career path support
Internal and external training
Tuition reimbursement up to $5,250
Copay medical plan option
HSA medical plans with employer contributions to HSA account
Dental insurance
Vision insurance
Company-paid life insurance
Company-paid short- and long-term disability coverage
401(k) savings plan with generous company match
Vested on first day of eligibility in the 401(k) plan
Wellness program
Health insurance premium discount through wellness program