Help Desk Manager

BioFire Defense • Salt Lake City, UT

1d • $68,000 - $73,000 • Onsite

About The Position

The Help Desk Manager provides leadership, direction, and operational oversight for the Tier I, II, and III IT Support Specialists. This role ensures high-quality support services, manages escalations, and oversees processes, SLAs, and customer experience. The Manager focuses on service delivery excellence, team development, and strategic process improvement while remaining hands-on when necessary to maintain support standards.

Requirements

• High school diploma (or equivalent) required.
• 5+ years in IT support with a proven track record of leadership or project management.
• Strong understanding of Active Directory, Exchange, and M365 ecosystems.
• Experience managing SLAs and help desk deliverables.
• Strong background in project management and resource allocation.
• Excellent written and oral communication skills; ability to adhere to written and verbal instructions.
• Expert communication and stakeholder management skills.

Nice To Haves

• Leadership and Advanced Technical certifications (Network+, Security+, or Microsoft Associate, etc.) preferred.
• Business and Leadership certifications (ITIL, PMP, or CSM, etc.) preferred.

Responsibilities

• Perform all work in compliance with company policy and within the guidelines of BioFire Defense’s Quality System.
• Maintain all responsibilities and performance standards of the IT Support Specialist I, II, and III while serving as a leader and mentor to these roles.
• Oversee the entire IT Support staff, ensuring end users receive appropriate and timely assistance.
• Lead, coach, and mentor staff to ensure professional growth and technical competency.
• Define, enforce, and continuously improve Service Level Agreements (SLAs) and ticketing workflows.
• Manage all procedures related to identification, prioritization, and resolution of help requests.
• Monitor, track, and coordinate team functions to ensure optimal workstation performance organization wide.
• Collaborate with Systems Engineering, Networking, and Security teams on organizational infrastructure changes.
• Manage vendor relations and agreements for IT Support systems, hardware, and service deliverables.
• Create, manage, and close projects from start to finish, effectively utilizing team resources.
• Analyze performance trends and report metrics to senior leadership to drive strategic IS decisions.

Benefits

• Medical
• Dental
• Vision
• Bonus eligible
• 9/8/80 work schedule (every other Friday off)
• 401k - company match of 5% regardless of participation and up to a total of 9.5% company match if contributing
• 160 Hours of PTO (prorated from date of hire)
• 9 Paid Holidays
• Paid Winter Break from the work week between December 24 thru December 31
• Participation in Company's Wellness Program (discounted medical premiums)
• Multiple Company Sponsored Events Each Year (catered breakfast/lunch, holiday parties, snacks)
• Convenient location near I-15 and Trax Station
• Free Parking

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED