Help Desk Manager

American Family Care • Hoover, AL

79d

About The Position

The Help Desk Manager is responsible for leading the AFC IT support team in delivering high-quality technical support to end-users across the organization. This role ensures timely resolution of service requests, manages help desk operations, and implements best practices to improve service delivery and user satisfaction.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• Minimum 5+ years of progressive experience in IT support, with at least 2-3 years in a leadership or managerial role.
• Proficiency with Microsoft Windows environments (Windows 10/11) and Office 365, networking fundamentals, and common enterprise applications.
• Experience with ITSM tools and ticketing systems.
• Strong understanding of performance metrics like FCR (first contact resolution), MTTR (mean time to resolution), and SLA compliance.
• Excellent communication, leadership, and problem-solving skills.
• Technical knowledge of desktop support, networking, and software troubleshooting.

Nice To Haves

• ITIL or HDI certification or familiarity with ITIL or HDI practices and support lifecycle.
• Experience in a hybrid or multi-site environment.

Responsibilities

• Supervise daily operations of the AFC IT Help Desk team.
• Develop and enforce service level agreements (SLAs) and performance metrics.
• Monitor ticketing system to ensure timely resolution of incidents and requests.
• Provide coaching, training, and performance evaluations for help desk staff.
• Serve as an escalation point for complex or high-impact technical issues.
• Analyze support trends and recommend process improvements.
• Identify recurrent technical issues and recommend improvements.
• Collaborate with other IT teams to ensure seamless support and knowledge sharing.
• Maintain documentation for support procedures, FAQs, and knowledge base articles.
• Manage onboarding/offboarding processes related to IT access and equipment.
• Ensure compliance with IT policies, security standards, and data privacy regulations.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Bachelor's degree