This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Help Desk Manager in United States.
This role provides an opportunity to lead and manage a dynamic IT support team, ensuring the efficient delivery of technical assistance across multiple organizational units. You will oversee the Help Desk operations, establish high customer service standards, and implement best practices for technical support. The position combines hands-on leadership with strategic planning, fostering collaboration between IT staff and other departments. You will drive continuous improvement, monitor help desk performance, and contribute to the organization's technology strategy. This role emphasizes inclusion, cultural awareness, and a supportive work environment while ensuring technical excellence and operational efficiency.
Accountabilities:
When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.
🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements.
📊 It compares your profile to the job's core requirements and past success factors to determine your match score.
🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role.
🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.
The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role. Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team.
Thank you for your interest!
This role provides an opportunity to lead and manage a dynamic IT support team, ensuring the efficient delivery of technical assistance across multiple organizational units. You will oversee the Help Desk operations, establish high customer service standards, and implement best practices for technical support. The position combines hands-on leadership with strategic planning, fostering collaboration between IT staff and other departments. You will drive continuous improvement, monitor help desk performance, and contribute to the organization's technology strategy. This role emphasizes inclusion, cultural awareness, and a supportive work environment while ensuring technical excellence and operational efficiency.
Accountabilities:
- Manage the Help Desk system and supervise staff to ensure timely and effective resolution of technical issues
- Respond to escalated and high-priority support requests while maintaining service continuity
- Set and uphold high customer service standards and implement support operation best practices
- Develop and maintain reports on help desk productivity, providing feedback to enhance service quality
- Foster collaboration between the help desk and other departments or programs
- Assist in managing enterprise phone systems, training staff on basic end-user modifications
- Support departmental meetings, strategic goal reviews, and team cohesion efforts
- Conduct performance evaluations and assist in recruiting and hiring help desk employees
- Bachelor's degree in Computer Science or related field
- Minimum of three years of experience in IT or help desk environments
- Strong technical knowledge with a solid foundation in IT support operations
- Customer service oriented with excellent communication and interpersonal skills
- Proven leadership and organizational abilities, including staff supervision and performance management
- Ability to analyze workflow and implement improvements to enhance support efficiency
- Familiarity with enterprise phone systems such as Avaya and NEC
- Leadership role with direct impact on IT support operations
- Opportunity to develop and mentor a technical support team
- Remote and flexible working environment depending on operational needs
- Professional growth through exposure to multiple IT systems and cross-departmental collaboration
- Contribution to a diverse, inclusive, and supportive work culture
When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.
🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements.
📊 It compares your profile to the job's core requirements and past success factors to determine your match score.
🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role.
🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.
The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role. Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team.
Thank you for your interest!