Help Desk Manager

Fire Fighter Sales & Service Co. • Cranberry Township, PA

5d

About The Position

The Service Desk Operations Manager is a key leadership role within All Lines Technology’s ALLManage portfolio, responsible for ensuring world class delivery of 24/7 Service Desk operations. This leader is part of a collaborative management team that oversees a high volume environment supporting all contracted Help Desk customers. The role requires strong operational discipline, people leadership, and a relentless focus on customer satisfaction and continuous improvement. Operational Leadership Oversee day-to-day operations of a 24/7 Service Desk supporting multiple customer environments. Work as part of a team of Service Desk Managers to coordinate staffing, workload distribution, and operational coverage across a large analyst group. Ensure consistent execution of processes across UCaaS platforms, ticketing systems, call handling, and escalation workflows. Monitor Realtime performance, service levels, and queue health to ensure contractual SLAs are met or exceeded. Develop, refine, and enforce standard operating procedures to drive efficiency and quality. Team Management, Training & Development Lead, coach, and mentor a team of L1 Analysts, fostering a culture of accountability, collaboration, and continuous learning. Deliver structured training for new analysts, including customer-specific onboarding, process education, and technical readiness. Provide ongoing training and updates for existing analysts as customer environments evolve, new contracts are added, or service expectations change. Conduct regular performance reviews, skills assessments, and development planning. Drive teambuilding initiatives that strengthen engagement, retention, and service excellence. Partner with HR on recruiting, onboarding, and workforce planning to support a 24/7 staffing model. Customer Experience & Relationship Management Serve as an escalation point for customer issues, ensuring timely resolution and clear communication. Build strong relationships with customer Help Desk Managers and executive stakeholders. Lead onboarding of new customers and contracts, ensuring smooth transitions into ALLManage support. Champion customer satisfaction by analyzing feedback, identifying trends, and implementing improvement initiatives. Metrics, Reporting & Continuous Improvement Track, analyze, and communicate call metrics, ticket trends, and operational KPIs to senior leadership. Identify opportunities to improve service quality, reduce call volume, and enhance first contact resolution. Drive continuous improvement initiatives leveraging data, automation, and best practices. Collaborate with internal teams to optimize workflows, knowledge bases, and service delivery processes. Cross-Functional Collaboration Work closely with the Sales team to support new business opportunities, including scoping, presentations, and operational planning. Partner with Engineering, UCaaS, and Project teams to ensure seamless customer experiences across the service lifecycle. Participate in executive-level discussions regarding service performance, customer health, and strategic initiatives. Qualifications 5+ years of experience in Service Desk, IT Support, or Managed Services operations; 2+ years in a leadership role preferred.

Requirements

• 5+ years of experience in Service Desk, IT Support, or Managed Services operations
• Strong understanding of ITIL principles, ticketing systems, and UCaaS technologies.
• Proven ability to lead teams in a 24/7 operational environment.
• Excellent communication, customer facing, and conflict resolution skills.
• Data driven mindset with experience analyzing KPIs and driving operational improvements.
• Ability to manage multiple priorities in a dynamic, fast-paced environment.

Nice To Haves

• 2+ years in a leadership role preferred.
• Experience managing or contributing to a multimanager operational structure in a high volume environment.

Responsibilities

• Oversee day-to-day operations of a 24/7 Service Desk supporting multiple customer environments.
• Work as part of a team of Service Desk Managers to coordinate staffing, workload distribution, and operational coverage across a large analyst group.
• Ensure consistent execution of processes across UCaaS platforms, ticketing systems, call handling, and escalation workflows.
• Monitor Realtime performance, service levels, and queue health to ensure contractual SLAs are met or exceeded.
• Develop, refine, and enforce standard operating procedures to drive efficiency and quality.
• Lead, coach, and mentor a team of L1 Analysts, fostering a culture of accountability, collaboration, and continuous learning.
• Deliver structured training for new analysts, including customer-specific onboarding, process education, and technical readiness.
• Provide ongoing training and updates for existing analysts as customer environments evolve, new contracts are added, or service expectations change.
• Conduct regular performance reviews, skills assessments, and development planning.
• Drive teambuilding initiatives that strengthen engagement, retention, and service excellence.
• Partner with HR on recruiting, onboarding, and workforce planning to support a 24/7 staffing model.
• Serve as an escalation point for customer issues, ensuring timely resolution and clear communication.
• Build strong relationships with customer Help Desk Managers and executive stakeholders.
• Lead onboarding of new customers and contracts, ensuring smooth transitions into ALLManage support.
• Champion customer satisfaction by analyzing feedback, identifying trends, and implementing improvement initiatives.
• Track, analyze, and communicate call metrics, ticket trends, and operational KPIs to senior leadership.
• Identify opportunities to improve service quality, reduce call volume, and enhance first contact resolution.
• Drive continuous improvement initiatives leveraging data, automation, and best practices.
• Collaborate with internal teams to optimize workflows, knowledge bases, and service delivery processes.
• Work closely with the Sales team to support new business opportunities, including scoping, presentations, and operational planning.
• Partner with Engineering, UCaaS, and Project teams to ensure seamless customer experiences across the service lifecycle.
• Participate in executive-level discussions regarding service performance, customer health, and strategic initiatives.

Benefits

• Be a key leader in a rapidly growing managed services organization.
• Shape the future of ALLManage service delivery and customer experience.
• Work with a collaborative leadership team that values innovation, accountability, and excellence.
• Make a measurable impact on customers across diverse industries.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree