One Source Communications
Helpdesk Manager
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. Responsibilities
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) Qualifications
Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience) 35+ 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
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. Responsibilities
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) Qualifications
Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience) 35+ 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