Help Desk Operations Manager

Managing the quality and customer experience of the Managed IT Help Desk, the full-time remote Help Desk Operations Manager will oversee support tickets, workflows, and team collaboration while ensuring client satisfaction and effective project management.

Key responsibilities
Monitor and manage active Help Desk tickets to ensure quality and adherence to Service Level Agreements Build and maintain a high-performing team culture through coaching, training, and performance management Serve as the first point of contact for escalated customer issues and ensure timely resolution Required qualifications High School Diploma or GED 2 years of IT Management experience 2 years of Call Center experience Experience in leading a team, including hiring and training Basic understanding of project management principles