Helpdesk Manager

Orange, CA
30+ days ago

Job Description

The Helpdesk Manager will lead and develop the Managed Services Teams (MSTs) to ensure that clients are receiving the highest quality of support.


  • Helpdesk Management
    • Assign and coordinate MST tasks and duties, setting priorities and completion dates.
    • Monitor and assign incoming requests to MST associate engineers, triaging incidents, and assigning to MST staff based on location and severity.
    • Ensure MST staff increases the quality of client service by accurately and consistently logging status information on all incidents
    • Review tickets to identify trends (incident/problem management) and provide recommendations to resolve long-term issues
    • Ensure MST staff properly logs time against incidents
    • Regularly review tickets to ensure that SLAs are met, escalating as needed to ensure timely resolution of issues.
    • Collaborate with Cloud Services (CS) and Professional Services (PS) staff to document and recommend changes to client environments based on discovered issues.
  • Process/Metric Management
    • Work with Director of Service Delivery and to refine processes pertaining to the following:
      • SLA
      • Engineer Utilization
      • NPS/Client Satisfaction
      • Ticket Management
      • Client Profitability
    • Work with the Director of Service Delivery to propose and design new processes as dictated by the needs of the business.
  • Leadership and Staffing
    • Act as primary leadership touchpoint for Associate and Lead Associate Engineers at ConUS and Hawaii locations.
    • Coach and mentor existing MST staff.
    • Assign training and development goals to increase the technical capacity of MST teams.
    • Ensure adequate staffing to meet SLAs and ticket volume.

Additional Responsibilities

  • Ability to participate in on-call rotations as needed
  • Availability for after hours and on-call work as needed
  • Occasional travel to various sites (10%)
  • Other duties as assigned


  • Bachelors’ Degree in IT field or equivalent work experience
  • 3-5 years of Helpdesk Management experience
    • MSP/call center experience preferred
  • Excellent technical documentation skills
    • ITGlue experience required
  • Previous experience with managing remote teams
  • Excellent verbal and written communication
  • Working knowledge of:
    • Microsoft OS Stack (AD/DNS/DHCP)Active Directory
    • TCP/IP stack and related services
    • Virtualization technologies (Hyper-V, VMware)
    • VDI (Citrix, VMware Horizon)
    • Storage technologies (SAN/NAS)
    • Fortinet/SonicWALL firewall experience
  • ITIL knowledge/experience
    • ITIL v3/Foundations certification preferred


  • Competitive Salary and PTO
  • Medical/Dental/Vision
  • In-Office Snacks and Casual Work Environment
  • 401k with Employer Match
  • Technical Certification Reimbursement



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