Help Desk Manager

Dobbs Peterbilt•Sumner, WA

just now

About The Position

The Help Desk Manager combines advanced technical expertise with strong leadership and customer service skills to deliver reliable, high-quality end-user technology experience. This role serves as a trusted partner to employees by ensuring technology enables productivity, resolving complex issues effectively, and maintaining a high standard of professionalism, discretion, and responsiveness. As the primary escalation point for technical assistance, the Help Desk Manager leads Help Desk operations while remaining hands-on in troubleshooting critical issues. The role collaborates closely with IT infrastructure teams and cross-functional partners to anticipate user needs, streamline support processes, and uphold exceptional levels of user satisfaction and trust in a fast-paced environment. The duties described reflect the general nature of the position and additional related responsibilities may be assigned as business needs evolve.

Requirements

Bachelor’s degree in Computer Science, Information Systems, or related IT field with five (5) years of IT technical support management experience in roles with similar scope and responsibilities.
Strong understanding of ITSM systems, ticket routing, queue management, documentation standards, onboarding/offboarding processes, and incident escalation processes.
Advanced knowledge of modern Windows operating systems (Windows 10/11), Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive, and PowerShell-based administrative tasks.
Working knowledge of TCP/IP networking fundamentals, DHCP, DNS, LAN/WAN concepts, and VPN remote access technologies.
Experience with remote support tools, MDM solutions (e.g., Intune, Meraki).
Demonstrates ability to design and implement process improvements and streamline technical support workflows.
Strong ability to communicate technical information to users with varying technical knowledge levels.
Proven ability to solve complex IT issues efficiently while maintaining a high degree of professionalism and customer focus.
Strong organizational, analytical, and communication skills with the ability to explain complex technical concepts to non-technical audiences.
Reliable transportation and ability to travel to remote sites as needed.

Nice To Haves

Industry certifications such as: ITIL® 4 Foundation or higher (ITIL Managing Professional preferred) HDI Support Center Manager (HDSM) CompTIA A+, Network+, and/or Security+ Microsoft 365 Administrator Associate Modern Desktop Administrator Associate Azure Fundamentals CCNA or equivalent networking certification
Project or service management certifications such as PMP, CompTIA Project+

Responsibilities

Lead, coach, and develop the Help Desk team, ensuring effective tiered support, escalation handling, and performance accountability.
Own and manage incidents and service requests through an ITSM platform, ensuring accountability, prioritization, and proactive communication through resolution.
Ensure consistent adherence to IT policies, security controls, and support procedures.
Accountable for Help Desk staffing, coverage planning, performance metrics, and continuous service improvement.
Serve as the primary escalation point for complex or high-impact technical issues across hardware, software, networking, and collaboration platforms.
Communicate critical incidents, outages, and resolution status to leadership and affected stakeholders.
Provide leadership support and escalation coverage during after-hours or critical incidents, as required.
Provide input into Help Desk vendor evaluations and technology support tool selection.
Translate complex technical issues into clear, actionable explanations for both technical and non-technical audiences.
Participate in on-call or after-hours support as required.
Collaborate with IT teams on endpoint imaging, configuration standards, and application deployments.
Proactively monitor, maintain, and troubleshoot endpoints and connectivity to minimize service disruptions.
Identify root causes of recurring issues and implement preventative solutions.
Develop and maintain knowledge articles, troubleshooting documentation, and workflow automation to improve efficiency and service quality.
Support evaluation and procurement of hardware, software, and tools aligned with operational needs.