Help Desk Manager

2 weeks ago

Dallas TX, United States Willow Bend Systems Full time

*About Willow Bend Systems* To be considered for an interview, please make sure your application is full in line with the job specs as found below. Willow Bend Systems is a leading Managed IT Services provider headquartered in Dallas, Texas, serving clients throughout the Dallas-Fort Worth area and beyond. Since 2009, we have delivered tailored IT solutions—including managed IT, cloud services, cybersecurity, hardware support, and VoIP phone systems—to small and medium-sized businesses. Our team of certified professionals is dedicated to maximizing business performance, reducing downtime, and ensuring secure, efficient operations for our clients. We pride ourselves on predictable pricing, proactive support, and a commitment to long-term partnerships. *Job Description* As the Help Desk Manager, you will lead our Help Desk team, ensuring timely and effective resolution of technical issues for our clients. You will manage team performance, coach and mentor technicians, and ensure that service level agreements (SLAs) and key performance indicators (KPIs) are consistently met. You will collaborate with clients and internal teams to identify opportunities for improvement and implement solutions that enhance efficiency and customer satisfaction. *Key Responsibilities** Lead and manage the Help Desk team, including hiring, training, and performance management. * Ensure timely and effective resolution of technical issues and service requests. * Monitor and report on Help Desk performance, ensuring SLAs and KPIs are met. * Coach and mentor team members to foster professional growth and improve service quality. * Collaborate with clients and internal teams to identify and implement process improvements. * Maintain and enhance the Help Desk knowledge base. * Continuously improve Help Desk processes and procedures. * Oversee escalation of complex issues to higher-level support or engineering teams. * Ensure excellent customer service and communication at all levels. *Qualifications** Bachelor’s degree in Computer Science or related field, or equivalent experience. * 3+ years of experience managing a Help Desk or Service Desk team in an IT MSP environment. * Strong technical background in desktop, server, and network support. * Excellent customer service, leadership, and coaching skills. * Experience with ticketing systems, remote monitoring, and management tools. * Ability to diagnose and resolve WAN/LAN issues, Active Directory, and O365 administration. xrczosw * Strong communication and organizational skills. *Why Join Us?** *Health & Dental Insurance:* Comprehensive coverage * *Paid Time Off & Holidays:* Generous PTO and paid holidays * *Professional Development:* Opportunities to learn, grow, and certify * *Team Culture:* We support each other, value feedback, and celebrate success * *Job Stability:* We’re an established company continuing to grow Job Type: Full-time Pay: $65,000.00 - $85,000.00 per year Benefits: * Dental insurance * Health insurance * Paid time off Work Location: In person

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