Help Desk Manager

Accountabilities:: Lead, supervise, coach, and develop Service Desk team members, providing performance feedback, guidance, and accountability. Oversee daily Service Desk operations, including staffing, workload allocation, ticket queues, priorities, and escalations. Manage ServiceNow workflows to ensure incidents and service requests are accurately documented, categorized, prioritized, assigned, escalated, and resolved. Monitor SLAs and KPIs, including response and resolution times, ticket backlog, aging, and service quality. Proactively identify tickets at risk of missing SLA targets and coordinate appropriate escalations. Develop and maintain ServiceNow dashboards and reports, providing regular performance updates, trends, and improvement recommendations to IT leadership. Review customer calls and interactions through Zoom Contact Center to assess service quality and identify coaching opportunities. Handle escalated user concerns, dissatisfied customers, and sensitive support situations professionally and effectively. Coach team members on customer service, communication, de-escalation, professionalism, and issue ownership. Ensure compliance with standard operating procedures, documentation requirements, escalation processes, and information security policies. Oversee IT activities related to employee onboarding and offboarding, including account provisioning, access, equipment, and software licensing. Coordinate with Infrastructure, Security, Applications, and other IT teams to support timely issue resolution. Maintain and improve procedures, knowledge-base articles, and support documentation. Identify opportunities for automation, self-service, and process improvements to increase operational efficiency. Reinforce security practices involving identity verification, access management, data handling, and the escalation of potential security incidents. Requirements: At least 5 years of hands-on ServiceNow experience in a Service Desk or IT support environment. Demonstrated experience using ServiceNow for incident and service request management, queue administration, SLA monitoring, dashboards, and operational reporting. Previous experience leading, supervising, or managing a Help Desk, Service Desk, or IT support team. Experience supporting an enterprise Microsoft 365 environment. Working knowledge of Microsoft 365 services, including Microsoft Entra ID (Azure AD), Exchange Online, Microsoft Teams, Outlook, OneDrive, and SharePoint Online. Understanding of Microsoft 365 identity and authentication, account provisioning, licensing, access management, and common end-user support issues. Strong knowledge of IT Service Management principles, incident and service request management, prioritization, and escalation procedures. Experience monitoring and reporting on Service Desk SLAs, KPIs, and service quality metrics. Ability to analyze operational data, identify performance trends, and recommend improvements. Experience preparing and presenting operational reports to IT leadership. Familiarity with IT security policies, access controls, and employee onboarding and offboarding procedures. Excellent leadership, coaching, organizational, and team-development skills, with the ability to maintain accountability for performance and service standards. Strong customer service, interpersonal, and communication skills, including experience handling challenging or escalated customer situations. Excellent conflict-resolution, de-escalation, and problem-solving abilities. Ability to remain professional and effective when managing high-priority or sensitive issues. Strong written and verbal communication skills and the ability to manage competing priorities in a fast-paced enterprise environment. Benefits: Annual salary ranging from $102,000 to $140,000. Paid time off. Health, dental, vision, life, disability, and accidental death and dismemberment (AD&D) insurance. Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA). 401(k) retirement plan. Leadership and professional development opportunities.