Helpdesk Team Lead/Manager

Employment Process Group • Downers Grove, IL

1d • $60,000 • Hybrid

About The Position

As Helpdesk Team Lead / Manager, you will oversee the daily operations of the support ticketing system, ensuring internal and customer inquiries are resolved efficiently, accurately, and professionally. This role is responsible for managing service workflows, monitoring performance metrics, improving ticket processes, and leading system optimization efforts within HubSpot Service Hub. You will collaborate cross-functionally with CRM administrators and operations teams while ensuring service-level agreements (SLAs) and customer experience standards are consistently met.

Requirements

• Approximately 3+ years of recent, relevant experience in customer support, help desk, or service desk management roles
• Minimum 1+ year managing ticketing systems within HubSpot Service Hub or an equivalent CRM platform
• Experience working with HubSpot pipelines, workflows, and reporting tools
• Familiarity with SLAs, ticket routing processes, and customer experience KPIs
• Knowledge of integrations, knowledge base systems, and basic CRM administration preferred
• Experience in SaaS or B2B support environments using platforms such as Intercom, Zendesk, or Freshdesk preferred

Responsibilities

• Assign, manage, and monitor support tickets across teams, tracking SLAs including open, assigned, response time, and close time metrics
• Monitor and build Helpdesk dashboards, views, and reporting tools
• Design, implement, and improve HubSpot ticket pipelines, workflows, automation, and knowledge base systems
• Assign, monitor, and escalate support tickets using HubSpot Service Hub
• Analyze ticket trends and generate reports identifying areas for improvement
• Train and support team members on HubSpot service tools and best practices
• Collaborate with CRM administrators to optimize HubSpot Service, Marketing, and Sales Hub integrations
• Manage escalations and ensure customer concerns are addressed promptly and professionally
• Prepare monthly and quarterly trend reports and propose process improvements
• Monitor customer satisfaction survey responses and results

Benefits

• Negotiable salary starting at $60,000 or more based on experience
• 100% company-paid benefits
• Paid time off
• Hybrid work schedule (Monday–Friday)
• Growth opportunities within a stable, 30-year insurance industry services organization
• Collaborative team environment focused on operational excellence and service innovation

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed