Help Desk Manager

About the RoleWe're looking for an experienced Helpdesk Manager to lead our in-office IT support operations in Los Angeles. This is a hands-on leadership role responsible for managing the day-to-day performance of the helpdesk team, ensuring service requests and incidents are resolved efficiently, and maintaining the high technical standards our clients and internal teams depend on.Beyond managing tickets and team schedules, this role owns quality — you'll be the person building QA frameworks, reviewing ticket handling, coaching technicians, and holding the team accountable to SLAs and best practices. You're equally comfortable jumping into a technical issue as you are running a team standup or reporting performance metrics to leadership.This is a full-time, in-office position based out of our Los Angeles location. The right candidate brings strong prior helpdesk management experience, some technical knowledge and a genuine commitment to delivering exceptional support.What You'll Be DoingTeam Leadership & ManagementManaging, mentoring, and developing a team of helpdesk technicians — setting clear expectations, providing regular feedback, and conducting performance reviewBuilding and maintaining team schedules to ensure adequate coverage during business hours and on-call rotations as neededOnboarding new technicians and ensuring they are trained to team standards before handling tickets independentlyFostering a team culture built around accountability, continuous learning, and delivering excellent client and end-user experiencesEscalating personnel issues to HR and leadership as appropriate and in a timely manner.Helpdesk Operations & Ticket ManagementOverseeing the full lifecycle of helpdesk tickets — from intake and triage through resolution and closure — ensuring SLAs are consistently metMonitoring the ticket queue in real time, redistributing workloads, and stepping in to resolve or escalate high-priority issues as neededEnsuring all tickets are documented thoroughly with accurate troubleshooting steps, resolution notes, and time entriedManaging escalation paths for Tier 1, Tier 2, and Tier 3 issues and ensuring smooth handoffs between levelQuality Assurance & Performance ManagementBuilding and owning a QA program for the helpdesk — developing scorecards, reviewing tickets regularly, and identifying coaching opportunitiesConducting regular ticket audits to assess accuracy of documentation, resolution quality, communication tone, and adherence to proceduresTracking and reporting on key performance metrics — ticket volume, resolution time, first-call resolution rate, CSAT scores, and SLA complianceIdentifying recurring issues, knowledge gaps, and process breakdowns through QA data and translating findings into actionable improvementsPresenting weekly and monthly helpdesk performance reports to leadership with clear insights and recommendationsTechnical Standards & Process ImprovementMaintaining and enforcing standardized troubleshooting procedures, runbooks, and escalation protocols across the teamIdentifying inefficiencies in helpdesk workflows and implementing process improvements that reduce resolution times and improve accuracyClient & Stakeholder CommunicationServing as the escalation point of contact for clients or internal stakeholders with urgent, unresolved, or sensitive support issuesCommunicating proactively with clients during major incidents — providing timely updates, managing expectations, and ensuring satisfaction upon resolutionBuilding strong relationships with internal department leads to understand their support needs and ensure the helpdesk is meeting them.Representing the helpdesk function in leadership meetings and contributing to broader operational planning discussionWhat We're Looking For3+ years of experience in a helpdesk or IT support management role — you have led a team and owned outcomes, not just superviseITIL Foundation certification or working knowledge of ITIL service management frameworkProven experience building or managing a QA program for a support team — ticket audits, scorecards, coaching, and process documentatiomDeep familiarity with PSA and ticketing platforms such as Zoho Desk, ZenDesk, Jira etcDemonstrated ability to manage SLAs, analyze performance data, and present findings to leadership in a clear and actionable wayStrong leadership and communication skills — you hold people accountable without micromanaging and coach in a way that actually stickAbility to remain calm and decisive under pressure during major incidents or high-ticket-volume periodsHighly organized with strong attention to detail — documentation and process discipline are non-negotiable for youBackground in multi-client or enterprise support environmentExperience hiring and building out a helpdesk team from the ground upCompensation & What We Offer$85,000-110,00/yr depending on experience — candidates with MSP management background, QA ownership, and deep technical skills will come in at the higher enFull-time, in-office role at our Los Angeles locationHigh-visibility leadership role with direct impact on service quality and team performanceCollaborative environment at a growing company where strong operators are recognized and rewardedClear path to Director of Support or VP of Service Delivery as the company scalesLocationThis is a full-time, in-office position based out of our Los Angeles office. Candidates must be local or willing to relocate prior to their start dateA Note on GrowthOur helpdesk is the frontline of everything we do — it's where client relationships are won or lost, and where the standard of our service is set every single day. We're looking for a manager who understands that and takes real pride in building a team that consistently delivers. The person in this role will have meaningful influence over how the helpdesk function evolves — the tools we use, the processes we build, and the people we hire. For the right candidate, this is a long-term opportunity with a clear path into senior leadership as the company continues to grow.