Helpdesk Support Manager

The Helpdesk Support Manager oversees the daily operations of the helpdesk team ensuring efficient handling of resource scheduling, help desk inquiries, client management, and escalations. This role is responsible for maintaining service standards, fostering client relationships, and providing direct backup support to end-users and staff. The ideal candidate has a positive attitude, is flexible and excited to tackle challenges head-on. As a leader of a remote team, you must have the ability to communicate effectively and build trust to ensure the team’s success.

This role will require you to embrace change to quickly adopt and support new technologies inside our growing company. You will be accountable for defining KPI’s and operational metrics associated with contact centers and technical support services. You must be able to deliver a proactive ticket management approach to anticipate potential issues, streamline workflows and handle escalations to drive timely ticket resolution. You will work directly with clients to ensure compliance, create documentation, and establish scalable processes.

Key Responsibilities

• Technical Support and System Oversight:
• Provide backup support for end users via remote access tools and direct communication.
• Manage devices and endpoints via RMM systems (Autotask, Kaseya RMM, IT Glue and others).
• Manage implementation, maintenance, and troubleshooting of software and hardware, including Microsoft, Adobe, proprietary applications, networking devices, and telecommunications equipment.
• Ensure PCI compliance for POS systems and maintain Gold Standard system images.
• Procure IT services through resource scheduling to meet operational and client requirements.
• Manage all cellular accounts, performing monthly audits to control costs.

Team Management and Leadership:

• Supervise helpdesk support team staff, including recruitment, training, coaching, performance evaluations, and disciplinary actions.
• Provide backup support and escalation assistance when other managers are unavailable.
• Oversee and manage staff compliance with remote work policies, service standards, and technical processes.
• Create and enforce systems, policies, procedures, and productivity standards.
• Support staff development by identifying and fostering personal growth opportunities. Succession planning, goal setting, etc.

Client and Vendor Relationship Management:

• Serve as the primary point of contact for escalations and complex support cases.
• Build and maintain relationships with clients and external partners.
• Meet with clients to review reporting, ticket management, and address concerns or enhancements.
• Open and manage trouble tickets with vendors, ensuring proper resolution and communication.
• Assist sales staff with RFPs and suggest amendments or additional services based on client needs.

Documentation and Compliance:

• Maintain and update knowledgebase and documentation, including the development of new process flows. Work to develop and maintain key Standard Operating Procedures (SOP).
• Review and manage service level agreements (SLAs) compliance to ensure service excellence.
• Create and process invoices for billable work and review client contracts for accuracy and service alignment.
• Provide root cause analysis for significant issues and identify improvement opportunities.
• Monitor compliance with technical and operational standards, participating in continuous process improvement initiatives.
• Review and ensure all company and client documentation are in compliance
• Cross-Functional Support and Collaboration:
• Provide frequent updates and proactive communication to clients and internal stakeholders.
• Work closely with other managers on process improvements and automation initiatives.
• Act as a backup administrator for team system tools – including but not limited to Kaseya RMM, IT Glue, ESET, Office 365 products, and SharePoint environments.
• Contribute to the team effort by delivering high-quality service and collaborating to achieve department goals.

Requirements

Experience and Skills:

• Minimum of 3–5 years in a technical support or help desk environment, with at least 2 years in a leadership or managerial role.
• Strong experience with device management tools (e.g., Autotask, Kaseya RMM, IT Glue), Windows support (Windows 10/11), and POS systems.
• Knowledge of networking devices, printers and telecommunication systems such as Cisco Voice, Data and Genesys
• Experience managing vendor and client relationships, including SLAs, escalations, and process improvements.
• Excellent customer service skills, with the ability to communicate professionally and empathetically with clients and staff.
• Experience in documentation, knowledgebase management, and training development.

Personal Attributes:

• Detail-oriented, organized, and capable of managing multiple priorities simultaneously.
• Positive, team-oriented attitude with a proactive approach to problem-solving.
• Self-motivated and able to work independently or collaboratively as needed.
• Able to adapt to support new technology as the company continues to grow.
• Build strong relationships to effectively manage and motivate remote teams.
• Sets the standard for performance, service and professionalism.
• Commitment to continuous learning and process improvement.

Job Type: Full-time

Pay: $65,000 to $80,000 per year

Expected hours: No less than 40 per week

Benefits:

• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

Full-time role with weekend and holiday coverage as scheduled.

Work Location: Remote

Salary : $65,000 - $80,000