Help Desk Manager

About the Role

We're looking for an experienced Helpdesk Manager to lead our in-office IT support operations in Los Angeles. This is a hands-on leadership role responsible for managing the day-to-day performance of the helpdesk team, ensuring service requests and incidents are resolved efficiently, and maintaining the high technical standards our clients and internal teams depend on.

Beyond managing tickets and team schedules, this role owns quality — you'll be the person building QA frameworks, reviewing ticket handling, coaching technicians, and holding the team accountable to SLAs and best practices. You're equally comfortable jumping into a technical issue as you are running a team standup or reporting performance metrics to leadership.

This is a full-time, in-office position based out of our Los Angeles location. The right candidate brings strong prior helpdesk management experience, some technical knowledge and a genuine commitment to delivering exceptional support.

What You'll Be DoingTeam Leadership & Management

• Managing, mentoring, and developing a team of helpdesk technicians — setting clear expectations, providing regular feedback, and conducting performance review
• Building and maintaining team schedules to ensure adequate coverage during business hours and on-call rotations as needed
• Onboarding new technicians and ensuring they are trained to team standards before handling tickets independently
• Fostering a team culture built around accountability, continuous learning, and delivering excellent client and end-user experiences
• Escalating personnel issues to HR and leadership as appropriate and in a timely manner.
• Helpdesk Operations & Ticket Management
• Overseeing the full lifecycle of helpdesk tickets — from intake and triage through resolution and closure — ensuring SLAs are consistently met
• Monitoring the ticket queue in real time, redistributing workloads, and stepping in to resolve or escalate high-priority issues as needed
• Ensuring all tickets are documented thoroughly with accurate troubleshooting steps, resolution notes, and time entried
• Managing escalation paths for Tier 1, Tier 2, and Tier 3 issues and ensuring smooth handoffs between level

Quality Assurance & Performance Management

• Building and owning a QA program for the helpdesk — developing scorecards, reviewing tickets regularly, and identifying coaching opportunities
• Conducting regular ticket audits to assess accuracy of documentation, resolution quality, communication tone, and adherence to procedures
• Tracking and reporting on key performance metrics — ticket volume, resolution time, first-call resolution rate, CSAT scores, and SLA compliance
• Identifying recurring issues, knowledge gaps, and process breakdowns through QA data and translating findings into actionable improvements
• Presenting weekly and monthly helpdesk performance reports to leadership with clear insights and recommendations

Technical Standards & Process Improvement

• Maintaining and enforcing standardized troubleshooting procedures, runbooks, and escalation protocols across the team
• Identifying inefficiencies in helpdesk workflows and implementing process improvements that reduce resolution times and improve accuracy

Client & Stakeholder Communication

• Serving as the escalation point of contact for clients or internal stakeholders with urgent, unresolved, or sensitive support issues
• Communicating proactively with clients during major incidents — providing timely updates, managing expectations, and ensuring satisfaction upon resolution
• Building strong relationships with internal department leads to understand their support needs and ensure the helpdesk is meeting them.
• Representing the helpdesk function in leadership meetings and contributing to broader operational planning discussion

What We're Looking For

• 3 years of experience in a helpdesk or IT support management role — you have led a team and owned outcomes, not just supervise
• ITIL Foundation certification or working knowledge of ITIL service management framework
• Proven experience building or managing a QA program for a support team — ticket audits, scorecards, coaching, and process documentatiom
• Deep familiarity with PSA and ticketing platforms such as Zoho Desk, ZenDesk, Jira etc
• Demonstrated ability to manage SLAs, analyze performance data, and present findings to leadership in a clear and actionable way
• Strong leadership and communication skills — you hold people accountable without micromanaging and coach in a way that actually stick
• Ability to remain calm and decisive under pressure during major incidents or high-ticket-volume periods
• Highly organized with strong attention to detail — documentation and process discipline are non-negotiable for you

Nice to Hav

• eCompTIA A , Network , or Security certification
• Experience with RMM tools such as NinjaRMM, ConnectWise Automate, or Datto RM
• Background in multi-client or enterprise support environment
• Experience hiring and building out a helpdesk team from the ground up

Compensation & What We Offer

• $75,000–$95,000/yr depending on experience — candidates with MSP management background, QA ownership, and deep technical skills will come in at the higher en
• Full-time, in-office role at our Los Angeles location
• High-visibility leadership role with direct impact on service quality and team performance
• Collaborative environment at a growing company where strong operators are recognized and rewarded
• Clear path to Director of Support or VP of Service Delivery as the company scale

Location

This is a full-time, in-office position based out of our Los Angeles office. Candidates must be local or willing to relocate prior to their start date

A Note on Growth

Our helpdesk is the frontline of everything we do — it's where client relationships are won or lost, and where the standard of our service is set every single day. We're looking for a manager who understands that and takes real pride in building a team that consistently delivers. The person in this role will have meaningful influence over how the helpdesk function evolves — the tools we use, the processes we build, and the people we hire. For the right candidate, this is a long-term opportunity with a clear path into senior leadership as the company continues to grow.