Help Desk Manager - Internal IT

Job description

Description The Help Desk Manager is responsible for the strategic leadership, operational performance, and continuous improvement of the IT Service Desk supporting employees across multiple sites and multiple states. This role oversees reactive support cases, proactive service initiatives, and security alert response workflows. The position ensures SLA compliance, optimal staffing coverage (including PTO and sick time planning), and high customer satisfaction aligned with ITIL best practices. Key Responsibilities: - Lead daily operations of the IT Service Desk across multiple sites and states. - Ensure consistent achievement of SLAs, response times, and resolution targets. - Develop and maintain escalation procedures and tiered support structures. - Actively mentor and support technicians across locations. - Oversee support for end-user issues, proactive maintenance, and security alert triage. - Define and monitor KPIs including response time, resolution time, SLA adherence, backlog, and CSAT. - Review metrics and trend analysis. - Adjust staffing models to account for PTO, sick time, and seasonal volume changes. - Conduct root cause analysis and implement continuous service impro...