Helpdesk Manager

Olmec Systems has been providing New Jersey and the tri-state area the best in managed IT support services since our inception in 1996. We measure our own success by every client success, and nothing makes us happier than to be judged by the company we keep. Olmec Systems provides the highest levels of customer service, expert support, and the best in technology solutions to all our clients.

Job Overview: The Helpdesk Manager will lead the Helpdesk Department and Field Team, ensuring SLAs are met, and that all team members are performing efficiently. Reporting to the Service Manager, this role will require someone skilled in team leadership, process improvement, ticket dispatch, client satisfaction, and escalation management. You will mentor helpdesk leads and analysts, manage the helpdesk dispatcher, and collaborate with other departments to ensure seamless service delivery.

Key Responsibilities:

• Team Leadership & Management:

• Lead and manage a team of helpdesk technicians and field techs, fostering a positive, collaborative, and motivated environment.
• Provide guidance and mentorship to helpdesk leads and analysts, addressing areas of weakness and improving performance.
• Develop staffing plans and participate in interviews for new helpdesk candidates.
• Oversee the helpdesk dispatcher to ensure effective ticket routing, resource allocation, and service prioritization.
• Conduct regular performance reviews, set individual training goals, and define department meeting structures to keep the team connected and informed.
• Ensure continuous improvement of helpdesk operations, reporting metrics to management, and taking action on areas needing improvement.

• Ticket Dispatching, Triage & Management:

• Review incoming tickets, triage appropriately, and ensure they are assigned to the right technician or field team.
• Ensure tickets have accurate priority levels, configurations, and sub-types, and contact clients as needed to gather missing information.
• Maintain awareness of high-priority issues, escalate as needed, and monitor SLA compliance, implementing strategies to improve response and resolution times.
• Use reporting and metrics to continuously assess and improve ticket management and helpdesk efficiency.

• Process Improvement & Documentation:

• Create, maintain, and refine documentation for internal processes and client-specific requirements to improve onboarding, efficiency, and service quality.
• Collaborate with other teams to ensure documentation is continuously updated and knowledge is shared across departments.
• Develop and enhance existing helpdesk processes, introducing automation where possible to eliminate repetitive tasks, increase efficiency, and reduce human error.

• Escalation & Client Interaction:

• Act as the primary escalation point for high-priority or complex tickets, ensuring timely resolution.
• Serve as the "face" of the Helpdesk Team to clients, addressing customer complaints and ensuring that action plans are communicated and followed through.
• Manage communication with clients regarding follow-ups, scheduling, and high-priority issues, particularly for "white-glove" clients.

• Collaboration with Other Teams:

• Work closely with project managers, network engineers, and other departments to ensure seamless communication and service delivery.
• Collaborate with the Network Operations Center (NOC) for automation projects and ensure the effective deployment of solutions.

• Work-from-Office Requirement:

• The Helpdesk Manager will be required to work from the office for a minimum of three days per week.
• In-office presence is crucial for managing cross department communication, training sessions, and department meetings.
• Regular interaction with in-house staff is essential to maintain team connectivity and ensure operational effectiveness.

Qualifications:

• Proven experience in a helpdesk management or IT support leadership role, preferably within an MSP or similar environment.
• Strong technical knowledge of IT infrastructure, including network, server, and cloud services (experience with Microsoft 365, Meraki, Egnyte, and Azure is a plus).
• Experience managing dispatchers or similar roles responsible for ticket assignment and resource coordination.
• Ability to lead and scale a helpdesk team while maintaining efficiency and team morale.
• Strong organizational skills with a focus on process improvement and documentation.
• Familiarity with automation tools (e.g., N-Able, ConnectWise) is a plus.
• Excellent communication skills, both written and verbal, with a customer-first mindset.

Why You Should Apply

• Competitive compensation, medical/dental/vision benefits, PTO, 401K w/ employer match
• Short-term & long-term disability benefits
• Life insurance
• Flexible Spending Account (FSA) & Health Savings Account (HSA)
• Excellent growth and advancement opportunities
• Paid training and certifications
• 40-hour work-week with paid overtime
• Fun, relaxed work environment