Help Desk Manager (IT Support Leadership & Technical Escalation)

ETS Corp•Layton, UT

5d•$65,000 - $85,000•Onsite

About The Position

The Help Desk Manager at Eminent Technical Solutions (ETS) is a key member of the operations team, responsible for leading a team of 4 to 8 technicians who deliver IT support across ETS's client base. This role owns the support function from day-to-day ticket operations through long-term team development, setting the standard for how clients experience ETS service. This is a leadership role that requires genuine technical depth. The Help Desk Manager is the primary escalation point for complex issues, the person clients trust when things go wrong, and the coach who develops technicians into stronger professionals over time. Beyond managing the team, the Help Desk Manager owns the quality and consistency of the support operation. This includes defining workflows, tracking performance metrics, enforcing documentation standards, and continuously improving how the team works. The role requires a proactive mindset focused on identifying patterns before they become problems and building a team that runs well without requiring constant intervention. Through strong technical credibility, clear communication, and consistent leadership, the Help Desk Manager ensures that ETS clients receive reliable, high-quality support while the help desk team grows into one of the strongest parts of the organization.

Requirements

Valid driver's license
Ability to pass a criminal background and MVR (driving record) screening
Ability to pass a pre-employment drug screening
Help desk team leadership and performance management
Technical escalation and advanced troubleshooting
Ticket queue management and support workflow design
Client relationship management and incident communication
Documentation and knowledge base development
Coaching, mentoring, and staff development
Cross-functional collaboration with engineering and operations teams
3 to 7 years of IT support experience, with at least 1 to 2 years in a lead or supervisory role
Experience in a managed services or technology consulting environment strongly preferred
Solid working knowledge of Windows Server, Active Directory, and Microsoft 365/Exchange
Hands-on troubleshooting experience with networking fundamentals including routers, switches, firewalls, and endpoints
Familiarity with VMware or Hyper-V environments
Demonstrated experience managing or leading a small-to-medium IT support team, including performance management and staff development
Proven ability to define and improve support workflows, ticketing systems, and escalation paths
Excellent interpersonal and communication skills to lead a team, manage client expectations, and translate technical issues clearly for non-technical stakeholders

Nice To Haves

Bachelor's degree in Information Technology, Business, or a related field (or equivalent experience)
CompTIA A+, Network+, or Security+ valued
Microsoft MCP, MCSA, or MCSE valued
ITIL Foundation a plus

Responsibilities

Manage day-to-day operations of the help desk team, ensuring tickets are handled efficiently, escalations are resolved promptly, and clients receive consistent, high-quality support.
Serve as the primary technical escalation point for complex or high-priority issues involving Windows Server, Active Directory, Microsoft 365, networking, and endpoint systems.
Coach and develop technicians through direct feedback, ticket review, and hands-on mentorship, building a team culture grounded in accountability and continuous learning.
Define and enforce support workflows, escalation paths, and documentation standards that improve consistency and reduce repeat issues.
Track key support metrics and use data to identify gaps, trends, and opportunities to improve team performance and client satisfaction.
Lead client-facing communication during escalated incidents, providing clear updates and confident resolution timelines.
Collaborate with the network engineering team on issues that cross infrastructure and support boundaries.
Participate in hiring, onboarding, and training of new help desk staff.
Maintain and improve the internal knowledge base and client-facing support documentation.