IT Help Desk Manager

SolvdUS, Inc•Lenexa, KS

6d•$85,000 - $90,000•Onsite

About The Position

Solvd US is seeking a technically experienced, results-driven IT Help Desk Manager to lead on-site technical and hardware support operations in Lenexa, Kansas. The role oversees technical support for customers and internal users throughout North America, with responsibility for timely issue resolution, customer service, and operational performance across application, system, network, and integration support. The manager leads and develops the support team, establishes and improves support processes, manages escalations, and works with customers and internal teams—including Engineering, Product, Development, and Infrastructure—to resolve issues and address recurring problems. The role balances day-to-day support operations with longer-term improvements to team performance, customer experience, technical processes, and service reliability. Responsibilities include leading Tier 1–3 support and incident response; managing staffing, schedules, workloads, tickets, service levels, and performance measures; providing technical oversight and coordinating escalations; collaborating on root-cause analysis and corrective actions; and maintaining documentation, knowledge resources, and standard operating procedures. The position also includes substantial hands-on hardware and facilities work, such as setting up and relocating workspaces, handling and tracking equipment, troubleshooting and replacing hardware components, conducting inventory audits, and preparing decommissioned equipment for recycling or vendor pickup. Success is measured by service-level and support performance results, improvements in response and resolution times and backlog, customer satisfaction, team proficiency and accountability, fewer recurring issues, improved documentation and operational efficiency, and effective incident coordination and reporting.

Requirements

At least 5 years of experience in technical support, application support, systems administration, infrastructure support, or a related technical field.
At least 2 years of experience leading, supervising, mentoring, or managing technical support personnel or teams.
Strong technical troubleshooting and problem-solving skills, including guiding investigation of complex production issues.
Experience supporting business-critical applications in a production environment.
Experience with Windows-based systems and common enterprise technologies.
Strong understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and firewalls.
Experience troubleshooting application errors, connectivity issues, authentication problems, and system integrations.
Ability to interpret application and system logs and guide structured incident investigation and root-cause analysis.
Experience managing support ticketing systems, IT service management processes, incident workflows, and escalation procedures.
Ability to prioritize competing demands, allocate resources, and manage incidents based on business impact and urgency.
Experience establishing or monitoring service-level agreements, operational metrics, or support performance objectives.
Excellent written and verbal communication skills, including communicating technical issues and business impact to diverse audiences.
Ability to collaborate across technical and non-technical teams and influence outcomes without direct authority.
Strong organizational skills and ability to manage day-to-day operations while driving longer-term improvements.

Nice To Haves

Experience managing support for SaaS platforms or enterprise business applications.
Experience supporting geographically distributed customers and users across multiple time zones.
Familiarity with REST APIs, web services, JSON, XML, and system integrations.
Familiarity with SQL and basic database troubleshooting.
Experience with cloud platforms such as AWS or Microsoft Azure.
Familiarity with authentication technologies such as SSO, SAML, OAuth, and OpenID Connect.
Experience with monitoring, alerting, and centralized logging platforms.
Experience with scripting or automation using PowerShell, Python, or similar technologies.
ITIL certification or practical experience with IT service management frameworks.
Experience in cybersecurity-conscious environments, including adherence to access controls, security procedures, and incident management practices.
Experience implementing support metrics, dashboards, knowledge-management programs, or operational improvement initiatives.
Experience managing major incidents, conducting post-incident reviews, and coordinating root-cause analysis.

Responsibilities

Lead, manage, coach, mentor, and develop the technical support team; set priorities, responsibilities, expectations, and accountability standards.
Manage staffing, scheduling, workload distribution, and support coverage across North America within the support window.
Participate in recruiting, onboarding, training, and performance management for support personnel.
Oversee Tier 1–3 technical support for customers and internal users, prioritizing and resolving incidents and service requests according to impact, urgency, and service-level expectations.
Monitor ticket queues, workload, response and resolution times, backlog, and escalations.
Establish and improve support processes, workflows, escalation procedures, and standard operating procedures.
Ensure tickets are documented and communicated throughout the incident lifecycle.
Oversee investigation and resolution of application, system, connectivity, authentication, infrastructure, and integration issues.
Lead critical-incident and major-service-disruption response, coordinating resources, communications, escalations, and post-incident reviews.
Identify operational risks and resource constraints and implement corrective actions.
Set up, tear down, and relocate workspaces, including desktop towers, dual-monitor mounts, docking stations, and cabling.
Unbox hardware shipments, label inventory with asset tags, and organize physical IT storage rooms.
Perform hands-on hardware diagnostics and component replacements, including laptop keyboards, RAM, hard drives, and peripheral devices.
Conduct physical inventory audits to reconcile active, stock, and decommissioned equipment with database records.
Gather, lift, stack, and prepare decommissioned equipment for secure recycling or vendor pickup.
Serve as a senior technical resource for complex or high-impact issues and guide team members in troubleshooting and resolution.
Oversee investigation of incidents involving application logs, system behavior, network connectivity, APIs, integrations, and other technical components.
Coordinate escalations to Engineering, Development, Infrastructure, Product, and other teams, ensuring issues are documented, prioritized, and followed through.
Maintain working knowledge of supported applications, infrastructure, integrations, customer environments, and enterprise technologies.
Provide technical oversight for deployments, configuration changes, upgrades, patches, and troubleshooting; ensure fixes and workarounds are appropriately tested and validated.
Develop repeatable troubleshooting methods and technical standards to improve consistency and reduce resolution times.
Partner with Engineering and Product to identify recurring defects, investigate root causes, and drive permanent corrective actions.
Improve communication and escalation practices between Support and other technical teams; represent customer and support-team perspectives in product and process discussions.
Collaborate with stakeholders on incident impact, priorities, and resolution plans, and lead cross-functional incident response and follow-up.
Define, track, and report support indicators including ticket volume, response and resolution times, SLA attainment, backlog, escalation rates, customer satisfaction, and recurring incidents.
Analyze support trends and operational data, lead root-cause and corrective-action initiatives, and identify opportunities to improve team performance, product reliability, and customer experience.
Maintain technical documentation, knowledge-base articles, troubleshooting guides, training materials, and standard operating procedures.
Improve support efficiency through knowledge sharing, process optimization, monitoring, automation, and self-service resources.
Provide leadership updates on support performance, incidents, team capacity, operational risks, and improvement initiatives.
Promote consistent documentation, knowledge transfer, and compliance with support and security procedures.