Help Desk Manager (remote - US) - Remote Eligible

Help Desk Manager

We are currently looking for a Help Desk Manager in the United States. We are seeking a dynamic Help Desk Manager to lead and develop a high-performing technical support team. This role is fully remote or office-based and focuses on delivering exceptional IT support across desktop, network, and SaaS/cloud applications. You will drive process improvements, oversee day-to-day operations, and leverage analytics to proactively resolve recurring issues. By partnering with IT, business, and leadership teams, you will align support initiatives with organizational goals and enhance employee productivity. The ideal candidate will create a culture of accountability, curiosity, and inclusion while ensuring service delivery meets industry-leading standards for a fast-growing fintech environment.

Accountabilities

• Lead, mentor, and develop the Help Desk team to foster accountability, growth, and customer-centric service.
• Oversee daily IT support operations, ensuring timely ticket resolution, SLA compliance, and balanced workloads.
• Analyze support metrics, feedback, and trends to drive process improvements and prevent recurring issues.
• Develop and track key performance indicators to measure team effectiveness and optimize service delivery.
• Collaborate cross-functionally with IT, security, engineering, and business units to align support with organizational priorities.
• Lead adoption of new tools, SaaS applications, and change management initiatives while maintaining operational excellence.
• Promote inclusive leadership, build trust, and ensure team members thrive in a collaborative environment.