IT Help Desk Manager

Primary title: IT Help Desk Manager

About The Opportunity

A fast-paced digital marketing and advertising services provider operating remotely across the United States. We deliver client-facing technology solutions and managed services to marketing teams, and we need an experienced IT Help Desk leader to own support operations, elevate SLAs, and scale a distributed support organization.

Role & Responsibilities

• Lead and scale a fully remote help desk team: recruit, coach, set KPIs, and run regular 1:1s and performance reviews.
• Own day-to-day support operations: oversee incident triage, escalation paths, SLA adherence, and shift coverage for US time zones.
• Manage ticketing platforms and automations: configure workflows, routing rules, SLAs, and integrations across ServiceNow / Zendesk / Jira Service Management.
• Develop and maintain a searchable knowledge base and run training programs to reduce repeat incidents and time-to-resolution.
• Build reporting and observability: produce dashboards and actionable metrics (MTTR, CSAT, ticket volume, backlog) to drive continuous improvement.
• Partner with IT, Security, HR, and external vendors for onboarding/offboarding, escalations, change rollouts, and vendor SLAs.
  
  

Skills & Qualifications

Must-Have (technical skills & certifications)

• ServiceNow
• Zendesk
• Jira Service Management
• ITIL
• Microsoft 365
• Active Directory
  
  

Must-Have (experience & Capabilities)

• Proven track record managing remote IT support teams with strong SLA ownership and operational discipline.
• Hands-on experience designing support flows, escalation matrices, and knowledge-base driven support programs.
• Analytical approach to reporting and process improvement; comfortable building dashboards and presenting to senior stakeholders.
  
  

Preferred

• ITIL certification
• Microsoft Intune or other MDM experience
• Experience with RMM platforms (ConnectWise, Datto) or prior work in a digital agency environment
  
  

Benefits & Culture Highlights

• Remote-first, US-based role with flexible scheduling to support work–life balance.
• Growth-focused environment with training and professional development support.
• Collaborative cross-functional teams and opportunity to shape support operations at scale.
  
  

Keywords: remote help desk manager, IT help desk manager, technical support leadership, ticketing systems, ServiceNow, Zendesk, SLA management, incident management, knowledge base, Microsoft 365, Active Directory.

Skills: management,it help desk,active directory,zendesk,itil,servicenow