Help Desk Manager

Description We are looking for an experienced Help Desk Manager to lead a distributed support team serving employees across San Diego, California and other locations. This role is responsible for maintaining high service standards, guiding team performance, and ensuring ticket volume is handled efficiently in a fast-paced environment. The ideal candidate brings strong service management expertise, sound judgment with escalations, and the confidence to communicate clearly with both technical staff and senior leadership.

Responsibilities:
• Lead and mentor a multi-site help desk team, setting clear expectations and fostering consistent service delivery across locations.
• Oversee daily ticket operations, balancing workloads and driving timely resolution for fluctuating support volumes.
• Monitor service desk performance through analytics and reporting, using data to identify trends and improve team effectiveness.
• Manage escalations with urgency and professionalism,...