Excited to grow your career? We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply! Our people make all the difference in our success. Position Overview: We are seeking a highly skilled and experienced IT Service Desk Manager to join our dynamic team. The IT Service Desk Manager will be responsible for overseeing the day-to-day operations of our helpdesk/support team, ensuring timely resolution of customer issues, and maintaining high levels of customer satisfaction while meeting our support SLAs. This role will primarily involve hands-on technical support duties, with approximately 20% of the time dedicated to coaching and mentoring the helpdesk/support team. Responsibilities Provide hands-on technical support to resolve customer issues efficiently and effectively. Handle support tickets on a daily basis alongside team to ensure timely and effective customer support. Assist team members with complex technical issues, serving as a subject matter expert. Lead and manage the helpdesk/support team, providing guidance, support, and mentorship to team members. Develop and implement policies, procedures, and best practices for the helpdesk/support function. Monitor helpdesk/support metrics and SLAs to ensure performance targets are met or exceeded. Collaborate with other departments within the Technology department to escalate and resolve complex customer issues in a timely manner. Develop and deliver training programs to enhance the technical skills and customer service abilities of helpdesk/support staff. Conduct regular performance evaluations and provide constructive feedback to team members. Collaborate with internal stakeholders to identify opportunities for process improvements and system enhancements. Stay informed about industry trends, emerging technologies, and best practices in customer support. Handle escalated customer inquiries and complaints with professionalism and empathy. Prepare and present regular reports on helpdesk/support activities, performance metrics, and customer feedback to senior management. Actively participate in the daily process of ticket triaging to ensure resolution and resource allocation. Qualifications Bachelor's degree in computer science, information technology, or a related field (preferred). Proven experience 3 years in a helpdesk/support role, with 2 years of management experience. Strong leadership skills with the ability to motivate and inspire team members. Excellent communication and interpersonal skills, with a customer-centric approach. Solid understanding of helpdesk/support processes, tools, and technologies. Proficiency in rapidly acquiring the skills needed to provide support for newly introduced applications. Experience with ticketing systems and helpdesk/support software (e.g., Zendesk, Freshdesk, ServiceNow, Jira Service Management). Experience supporting various applications (e.g., Microsoft, O365, Atlassian, Exchange, etc…) ITIL certification or similar credentials are a plus. Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities. Commitment to delivering exceptional customer service and fostering a positive team culture. I can't imagine a better way to travel the world than under your own power and in the company of like-minded adventurers. Sure, Backroads provides superb accommodations and meals, amazing Trip Leaders and unforgettable local encounters. But whether you’re sticking with the group or breaking off on your own, all of our planning and support are ultimately aimed at one simple thing: giving you the flexibility you need to discover the world on your own terms. Tom Hale, Founder & President