Help Desk Manager

Help Desk Manager

We are looking for an experienced Help Desk Manager to lead and enhance the performance of our IT support team in Milwaukie, Oregon. This role combines strategic leadership with hands-on technical expertise to ensure efficient and effective support operations. The ideal candidate will excel in managing teams, improving processes, and fostering collaboration across multiple locations.

Responsibilities:

• Lead and guide the helpdesk team, encouraging growth and ensuring accountability.
• Develop and implement scheduling, staffing, and time management practices to optimize operational efficiency.
• Collaborate with the IT Director to strengthen the helpdesk team's capabilities and reduce reliance on external vendors.
• Coordinate with international helpdesk and onboarding teams to support growth and seamless integration.
• Standardize helpdesk procedures, documentation, and escalation protocols across all sites.
• Work closely with store teams and end-users to enhance communication and responsiveness.
• Travel to various locations to provide on-site support and oversee team operations.
• Offer hands-on assistance for escalated technical challenges when required.

Requirements:

• Minimum of 5 years of experience in helpdesk or IT management roles.
• Proficiency in managing service desk operations and ticketing systems.
• Strong expertise in deskside support and troubleshooting.
• Familiarity with ConnectWise or similar IT management tools.
• Advanced knowledge of Microsoft technologies and platforms.
• Demonstrated ability to lead and mentor teams effectively.
• Excellent organizational and communication skills.
• Willingness to travel as needed for on-site support.