Responsibilities: • Lead and manage multi-tier Help Desk and technical support teams • Oversee daily operations across phone, email, chat, and ticketing queues • Ensure SLA compliance and timely resolution of incidents and service requests • Monitor workload distribution, staffing levels, queue health, and escalation management • Coach, mentor, and develop supervisors and technical support personnel • Drive continuous improvement initiatives focused on efficiency, service quality, and customer experience • Maintain compliance with ITIL processes, ISO standards, and internal operational procedures • Analyze support metrics, reporting trends, and performance data to identify improvement opportunities • Collaborate cross-functionally with IT, Operations, Engineering, and leadership teams • Support workforce planning, scheduling, hiring, onboarding, and performance management • Ensure proper documentation, knowledge management, and process consistency • Participate in incident reviews, root cause analysis, and corrective action planning
Qualifications: • 5+ years of Help Desk, Service Desk, or Technical Support leadership experience • Experience managing supervisors and high-volume support environments • Strong understanding of incident management, escalation management, and service delivery operations • Hands-on experience with ServiceNow or comparable ITSM platforms • Familiarity with ITIL frameworks and structured operational environments • Strong communication, leadership, and organizational skills • Ability to manage competing priorities in a fast-paced environment • Experience with KPI reporting, SLA management, and operational analytics • Bachelor’s degree preferred, or equivalent combination of education and experience
Benefits Package: Company Paid! • Medical, Dental, Prescription & Vision Benefits--No premium cost! • Life, AD&D and LTD insurance • Paid Vacation and Holidays • Company-Matched 401(k) and IRA Retirement Savings