Help Desk Manager

Jobs for Humanity • Baltimore, MD

13d • Onsite

About The Position

The Help Desk Manager plays a critical role in leading day-to-day IT support operations while driving long-term improvements across the service function. This leader combines hands-on technical expertise with strong people management skills to ensure the timely resolution of issues, seamless end-user support, and a high-quality customer experience. They will mentor and develop junior technicians, strengthen service delivery processes, and partner closely with Infrastructure leadership to support key technology initiatives.

Requirements

• 5+ years of experience in IT support, service desk, or help desk environments.
• 2+ years of supervisory or team lead experience managing support technicians.
• Strong technical knowledge of Windows OS, Office 365/Microsoft 365, Active Directory/Azure AD, and basic networking concepts.
• Proven experience managing ticket queues, SLAs, escalations, and service delivery performance.
• Demonstrated ability to improve help desk processes, documentation, and operational workflows.
• Track record of coaching and developing junior team members.
• Excellent communication skills with a strong customer service orientation.
• Ability to work independently and make decisions in a fast-paced environment.
• Willingness to provide occasional off-hours support during critical incidents.

Responsibilities

• Lead day-to-day operations of the Help Desk team, acting as a player-coach with both managerial and technical responsibilities.
• Provide hands-on support during escalations, outages, and high-priority incidents—occasionally including off-hours support when member/customer services are impacted.
• Develop, mentor, and upskill junior team members; build structured training, performance management, and career progression paths.
• Partner closely with Infrastructure leadership during a major core systems conversion, ensuring stability and continuity of service.
• Oversee ticketing workflows, SLAs, performance metrics, and continuous improvement initiatives.
• Establish and enforce Help Desk best practices, documentation standards, and customer service frameworks.
• Collaborate cross-functionally with Infrastructure, Applications, and Security teams.
• Support long-term IT strategic planning and contribute to leadership discussions and roadmaps.

What This Job Offers

• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 11-50 employees