Helpdesk Manager

About the Role

We'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 are running a team standup and 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, has led a medium to large sized team, with some technical knowledge and a genuine commitment to delivering exceptional support.

Responsibilities

Team Leadership & Management

• Managing, mentoring, and developing a team of helpdesk technicians — setting clear expectations, providing regular feedback, and conducting performance reviews
• Building and maintaining team schedules to ensure adequate coverage during business hours and on-call rotations as needed
• Onboarding new technicians and ensuring they are trained to team standards before handling tickets independently
• Fostering a team culture built around accountability, continuous learning, and delivering excellent client and end-user experiences
• Escalating personnel issues to HR and leadership as appropriate and in a timely manner

Helpdesk Operations & Ticket Management

• Overseeing the full lifecycle of helpdesk tickets — from intake and triage through resolution and closure — ensuring SLAs are consistently met
• Monitoring the ticket queue in real time, redistributing workloads, and stepping in to resolve or escalate high-priority issues as needed
• Ensuring all tickets are documented thoroughly with accurate troubleshooting steps, resolution notes, and time entries
• Managing escalation paths for Tier 1, Tier 2, and Tier 3 issues and ensuring smooth handoffs between levels

Quality Assurance & Performance Management

• Building and owning a QA program for the helpdesk — developing scorecards, reviewing tickets regularly, and identifying coaching opportunities
• Conducting regular ticket audits to assess accuracy of documentation, resolution quality, communication tone, and adherence to procedures
• Tracking and reporting on key performance metrics — ticket volume, resolution time, first-call resolution rate, CSAT scores, and SLA compliance
• Identifying recurring issues, knowledge gaps, and process breakdowns through QA data and translating findings into actionable improvements
• Presenting weekly and monthly helpdesk performance reports to leadership with clear insights and recommendations

Process Improvements

• Maintaining and enforcing standardized troubleshooting procedures, runbooks, and escalation protocols across the team
• Identifying inefficiencies in helpdesk workflows and implementing process improvements that reduce resolution times and improve accuracy

Client & Stakeholder Communication

• Serving as the escalation point of contact for clients or internal stakeholders with urgent, unresolved, or sensitive support issues
• Communicating proactively with clients during major incidents — providing timely updates, managing expectations, and ensuring satisfaction upon resolution
• Building 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 discussions

Requirements

• 3+ years of experience in a support management role — you must have led a team and owned outcomes, not just supervised
• ITIL Foundation certification or working knowledge of ITIL service management framework
• Proven experience building or managing a QA program for a support team — ticket audits, scorecards, coaching, and process documentation
• Familiarity with PSA and ticketing platforms such as Zoho Desk, ZenDesk, Jira etc.
• Demonstrated ability to manage SLAs, analyze performance data, and present findings to leadership in a clear and actionable way
• Strong leadership and communication skills — you hold people accountable without micromanaging and coach in a way that actually sticks
• Ability to remain calm and decisive under pressure during major incidents or high-ticket-volume periods
• Highly organized with strong attention to detail — documentation and process discipline are non-negotiable for you

Nice to Have

• Background in multi-client or enterprise support environment
• Experience hiring and building out a helpdesk team from the ground up

Pay

$85,000–$95,000/yr depending on experience. Background, QA ownership, and deep technical skills will come in at the higher end.

Schedule

Full-time, in-office role at our Los Angeles location.

Location

This 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 date.