Helpdesk Manager
Helpdesk Manager
Category:
IT - Leadership and Management
Employement Type:
Full Time
Industry:
Salary:
$90,000.00 - $110,000.00 Annual
Date Published:
18-Jul-2025
Job Overview
The IT Helpdesk Manager is a hands-on leadership role responsible for ensuring exceptional end-user support, managing the Helpdesk team, and serving as a strategic liaison between team members and the IT department. Reporting to the Senior VP of IT, the manager will define and drive service standards, optimize ticket flow and response times, and ensure that the ServiceNow ITSM platform is used effectively across all processes. This individual must combine deep technical and operational understanding with excellent communication, documentation, and people management skills.
Duties & Responsibilities
- Lead, mentor, and develop the Helpdesk team to deliver exceptional technical support aligned with company SLAs and standards.
- Own the configuration, use, and continuous improvement of the ServiceNow ITSM platform, including workflows, automation, and incident escalation processes.
- Drive proactive onboarding/offboarding IT processes in collaboration with HR and hiring managers.
- Coordinate cross-functional support for escalations, ensuring rapid and thorough resolution of issues spanning internal IT and third-party systems.
- Monitor ticket volume, team metrics, and ServiceNow dashboards to ensure high performance and make real-time adjustments as needed.
- Serve as the communications hub between IT and business teams—ensuring updates, changes, and outages are clearly conveyed.
- Promote knowledge base utilization, develop internal documentation standards, and ensure help articles and runbooks are current and accessible.
- Maintain staffing by recruiting, training, and creating growth pathways for Helpdesk team members.
- Conduct regular 1:1s and performance check-ins to coach, support development, and maintain high team morale.
- Manage departmental budgeting, procurement of support tools, and vendor relationships where applicable.
- Promote the Helpdesk’s value to leadership and ensure alignment with strategic IT goals.
- Ensure compliance with ITIL best practices and maintain documentation for all support processes.
- Identify trends and recurring issues to recommend and implement long-term solutions.
- Collaborate with InfoSec, Networking, and DevSecOps teams as needed for incident resolution and prevention.
Education, Experience & Qualifications
- 5+ years of professional IT support experience with strong customer service orientation.
- 2+ years of proven leadership/management in a Helpdesk or IT Support function.
- Hands-on experience with ServiceNow ITSM platform (use, configuration, workflow development, reporting).
- Experience supporting enterprise systems including Microsoft 365, endpoint management, and security tooling.
- Understanding of IT security principles and systems (passwords, access control, device compliance).
Skills & Abilities
- Excellent verbal and written communication skills, with the ability to tailor messaging to technical and non-technical audiences.
- Strong interpersonal and conflict-resolution skills; proven ability to lead a team through operational and change management.
- Exceptional organizational and time management skills; able to juggle multiple priorities effectively.
- Customer-first mindset and ability to instill that focus across the team.
- Confidence in presenting performance metrics and improvement plans to senior leadership.
- Familiarity with ITIL processes and enterprise-grade service delivery standards.