IT Helpdesk Manager

Are you looking for your new career? We are now hiring a Helpdesk Manager to be the newest member of our awesome team!

Salary Range: $70k-80k

We are seeking an experienced and highly motivated Helpdesk Manager to oversee our IT support team and ensure efficient delivery of technical support services. The Helpdesk Manager will be responsible for managing the day-to-day operations of the helpdesk, ensuring timely resolution of user issues, optimizing workflows, and maintaining high service levels. This role requires a strong leader with excellent communication skills, technical expertise, and the ability to work collaboratively with various teams to improve overall IT support functions.

We believe in cultivating a family culture and thrives on person-centered care. While building a positive culture focused on a shared vision, trust, communication and collaboration, our mission is to provide compassionate, quality care that focuses on the unique needs of our residents and families.

We believe in teamwork, creativity, respect, appreciation, honesty, and integrity.

What makes us special?

• Competitive Wages!
• Great benefits – Medical, dental, and vision coverage
• Growth Opportunities
• Continuing Education / Training Opportunities

Are you ready to contribute to a team, committed to excellent customer service and dedicated to each individual’s unique talent?

If yes, as a Helpdesk Manager you will: 

• Lead and manage the Helpdesk team to ensure effective, efficient, and professional resolution of technical support requests.
• Develop and implement helpdesk processes, policies, and best practices to optimize service delivery and performance.
• Monitor and track helpdesk performance using metrics, ensuring service level agreements (SLAs) are met.
• Provide guidance and support for the team in troubleshooting technical issues, including hardware, software, and network problems.
• Coordinate with other IT teams (e.g., Network, Systems, Security) to resolve escalated or complex technical issues.
• Train, mentor, and develop Helpdesk staff, promoting continuous learning and skill development.
• Oversee the creation, maintenance, and improvement of knowledge base articles and self-service resources for end-users.
• Manage the ticketing system, ensuring tickets are properly logged, categorized, prioritized, and resolved within agreed timelines.
• Collaborate with IT management to identify recurring issues and recommend solutions to improve IT infrastructure.
• Report on helpdesk performance, issue trends, and user satisfaction, presenting findings to senior leadership.
• Stay up-to-date with the latest IT trends and technologies to ensure the helpdesk team is equipped with the right tools and knowledge.

Education and Experience
 

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience)
• Proven experience (typically 5 years) in a helpdesk or technical support management role
• Strong technical background with knowledge of IT systems, networking, hardware, and software
• Experience with ticketing systems and helpdesk management software (e.g., Zendesk, Autotask, Jira)
• Demonstrated leadership and team management skills, including the ability to motivate and coach team members
• Strong problem-solving skills with the ability to troubleshoot and resolve complex technical issues
• Excellent communication skills, both written and verbal, with the ability to interact with technical and non-technical users
• Familiarity with ITIL (Information Technology Infrastructure Library) best practices is a plus
• Ability to work in a fast-paced environment and prioritize tasks effectively
• Strong customer service orientation and a commitment to delivering a high-quality user experience
• IT certifications such as ITIL, CompTIA A , or Microsoft Certified IT Professional (MCITP) are highly desirable
• Experience in managing remote or hybrid teams.

Equal Opportunity Employer

All qualified applicants will be considered for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, veteran or disability status, or any other characteristic protected by law.

Pay Transparency Statement

Compensation for roles varies depending on a wide array of factors including but not limited to the location, role, skill set and level of experience. As required by state or local law, we provide a reasonable pay scale to include the hourly or salary range that we reasonably expect to pay for roles, as stated above.

Salary : $70,000 - $80,000