Responsibilities:
Lead and manage multi-tier Help Desk and technical support teams
Oversee daily operations across phone, email, chat, and ticketing queues
Ensure SLA compliance and timely resolution of incidents and service requests
Monitor workload distribution, staffing levels, queue health, and escalation management
Coach, mentor, and develop supervisors and technical support personnel
Drive continuous improvement initiatives focused on efficiency, service quality, and customer experience
Maintain compliance with ITIL processes, ISO standards, and internal operational procedures
Analyze support metrics, reporting trends, and performance data to identify improvement opportunities
Collaborate cross-functionally with IT, Operations, Engineering, and leadership teams
Support workforce planning, scheduling, hiring, onboarding, and performance management
Ensure proper documentation, knowledge management, and process consistency
Participate in incident reviews, root cause analysis, and corrective action planning
Qualifications:
5+ years of Help Desk, Service Desk, or Technical Support leadership experience
Experience managing supervisors and high-volume support environments
Strong understanding of incident management, escalation management, and service delivery operations
Hands-on experience with ServiceNow or comparable ITSM platforms
Familiarity with ITIL frameworks and structured operational environments
Strong communication, leadership, and organizational skills
Ability to manage competing priorities in a fast-paced environment
Experience with KPI reporting, SLA management, and operational analytics
Bachelor’s degree preferred, or equivalent combination of education and experience
Benefits Package: Company Paid!
Medical, Dental, Prescription & Vision Benefits--No premium cost!
Life, AD&D and LTD insurance
Paid Vacation and Holidays
Company-Matched 401(k) and IRA Retirement Savings
Get the chrome extension