The Helpdesk Manager is responsible for leading the frontline technical support team to ensure timely, professional, and effective resolution of internal and client-reported IT issues. This role oversees day-to-day helpdesk operations, manages staff performance, and drives continuous improvement in service delivery and user satisfaction. 

• Lead and manage the customer-facing helpdesk team to deliver timely, high-quality technical support to external clients 
• Ensure exceptional client experience through efficient handling of service requests, incidents, and escalations 
• Monitor ticket queues, response times, and resolution rates to meet or exceed SLAs 
• Serve as the point of escalation for complex or sensitive client issues, ensuring quick resolution and professional communication 
• Establish and maintain helpdesk processes that align with client SLAs, security standards, and ITIL best practices 
• Build strong client relationships by maintaining a service-oriented culture within the helpdesk team 
• Conduct regular coaching, performance reviews, and training for helpdesk staff to ensure technical and customer service excellence 
• Analyze support trends and client feedback to drive process improvements and reduce repeat issues 
• Collaborate with Account Management, Engineering, and other technical teams to ensure seamless client support 
• Maintain accurate documentation of client environments, support procedures, and known issues 
• Provide regular reporting to leadership on ticket metrics, team performance, and customer satisfaction scores (CSAT) 

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience) 
• 3–5+ years of experience in IT support, with at least 2 years in a supervisory or managerial role 
• Strong knowledge of ITSM frameworks, Windows/Mac OS, Office 365, networking basics, and endpoint management 
• Experience with helpdesk ticketing systems and remote support tools 
• ITIL certification is a plus