Help Desk Manager
F3 Design
- Bloomington, Illinois, United States
- Bloomington, Illinois, United States
About
Managed Services
Employment Type:
Full Time
Location:
OneNet Global - Remote
Compensation:
$70,000 - $80,000 / year
Description Manages the client facing Help Desk to ensure that we deliver exceptional and timely support to all end users.
Key Responsibilities
Team Leadership
Lead, coach, and develop the Technical Support Engineer I and Support Services Coordinator roles to ensure consistent, high-quality delivery.
Conduct regular 1:1s, performance check-ins, and support professional development
Foster a culture aligned with our organizational core values of All In, Own It, and Thrive Together.
Service Delivery Oversight and Client Communication
Ensure timely and effective resolution of client issues, focusing on SLA achievement, client satisfaction, and quality of work.
Oversee triage, ticket prioritization, and escalations in coordination with our AI tools.
Review open ticket aging, ticket hygiene, time entry quality, and adherence to standards.
Ensure clients receive timely, clear, and professional communication throughout the support lifecycle.
Act as an escalation point for complex or sensitive client situations.
Process Management
Maintain and improve operational processes such as ticket workflow, documentation standards, escalation paths, and dispatch procedures.
Drive continual service improvement across Help Desk functions, including efficiency, communication flow, and client experience.
Reporting, Metrics, & Performance Tracking
Monitor and report on KPIs such as SLA compliance, ticket volume, ticket aging, customer satisfaction, and ticket performance.
Use reports to identify trends, bottlenecks, and opportunities for improvement.
Perform other duties as assigned
Skills, Knowledge & Expertise
High School Diploma (College degree preferred)
5+ years working for an MSP
3+ years managing a support team
ITIL v4 certification preferred
Experience with Connectwise Manage, NinjaOne, IT Glue, and Auvik preferred
Interfaces and Expectations Interfaces
Reports to the Support Services Manager
Communicate with internal teams, outside vendors, & clients as needed
Expectations
All communications will be timely and conducted with business standards
Work with Support Services Manager to ensure that all support processes are consistent and followed by all.
Metrics will be determined
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Languages
- English
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