Help Desk Manager (IT Support Leadership & Technical Escalation)

Position Overview

The Help Desk Manager at Eminent Technical Solutions (ETS) is a key member of the operations team, responsible for leading a team of 4 to 8 technicians who deliver IT support across ETS's client base. This role owns the support function from day-to-day ticket operations through long-term team development, setting the standard for how clients experience ETS service.

This is a leadership role that requires genuine technical depth. The Help Desk Manager is the primary escalation point for complex issues, the person clients trust when things go wrong, and the coach who develops technicians into stronger professionals over time.

Beyond managing the team, the Help Desk Manager owns the quality and consistency of the support operation. This includes defining workflows, tracking performance metrics, enforcing documentation standards, and continuously improving how the team works. The role requires a proactive mindset focused on identifying patterns before they become problems and building a team that runs well without requiring constant intervention.

Through strong technical credibility, clear communication, and consistent leadership, the Help Desk Manager ensures that ETS clients receive reliable, high-quality support while the help desk team grows into one of the strongest parts of the organization.

Key Responsibilities

• Manage day-to-day operations of the help desk team, ensuring tickets are handled efficiently, escalations are resolved promptly, and clients receive consistent, high-quality support.
• Serve as the primary technical escalation point for complex or high-priority issues involving Windows Server, Active Directory, Microsoft 365, networking, and endpoint systems.
• Coach and develop technicians through direct feedback, ticket review, and hands-on mentorship, building a team culture grounded in accountability and continuous learning.
• Define and enforce support workflows, escalation paths, and documentation standards that improve consistency and reduce repeat issues.
• Track key support metrics and use data to identify gaps, trends, and opportunities to improve team performance and client satisfaction.
• Lead client-facing communication during escalated incidents, providing clear updates and confident resolution timelines.
• Collaborate with the network engineering team on issues that cross infrastructure and support boundaries.
• Participate in hiring, onboarding, and training of new help desk staff.
• Maintain and improve the internal knowledge base and client-facing support documentation.

Job Requirements

• Valid driver's license
• Ability to pass a criminal background and MVR (driving record) screening
• Ability to pass a pre-employment drug screening

Desired Skills

• Help desk team leadership and performance management
• Technical escalation and advanced troubleshooting
• Ticket queue management and support workflow design
• Client relationship management and incident communication
• Documentation and knowledge base development
• Coaching, mentoring, and staff development
• Cross-functional collaboration with engineering and operations teams

Experience & Certifications

ETS values candidates with diverse backgrounds and hands-on technical experience. Applicants with some or all of the following experience are encouraged to apply.

• Preferred Experience: 3 to 7 years of IT support experience, with at least 1 to 2 years in a lead or supervisory role; experience in a managed services or technology consulting environment strongly preferred
• Preferred Education: Bachelor's degree in Information Technology, Business, or a related field (or equivalent experience)
• Technical Proficiency: Solid working knowledge of Windows Server, Active Directory, and Microsoft 365/Exchange; hands-on troubleshooting experience with networking fundamentals including routers, switches, firewalls, and endpoints
• Virtualization: Familiarity with VMware or Hyper-V environments
• Team Leadership: Demonstrated experience managing or leading a small-to-medium IT support team, including performance management and staff development
• Process Management: Proven ability to define and improve support workflows, ticketing systems, and escalation paths
• Communication: Excellent interpersonal and communication skills to lead a team, manage client expectations, and translate technical issues clearly for non-technical stakeholders
• Certifications: CompTIA A+, Network+, or Security+ valued; Microsoft MCP, MCSA, or MCSE valued; ITIL Foundation a plus
• Compensation: $65,000 to $85,000 annually, depending on experience

About Eminent Technical Solutions

Eminent Technical Solutions (ETS) is a growing Information Technology Multi-Service Provider known for delivering high-quality solutions and exceptional client service.

Our company has grown primarily through client referrals and long-term relationships, reflecting our commitment to solving complex technology challenges the right way the first time.

Our team includes technicians, engineers, software developers, structured cabling specialists, electricians, and administrative professionals who work together to support the technical infrastructure of our clients.

At ETS, we believe technology should empower organizations rather than slow them down, and our work focuses on making that vision a reality.

What ETS Offers

ETS provides a challenging and rewarding environment where employees solve real-world technology problems while building meaningful careers.

Benefits

• Competitive pay
• Health, dental, vision, disability, and life insurance
• 401(k) retirement plan
• Humanized PTO starting on day one

Professional Development

• On-the-job training
• Certification and educational support
• Collaborative and positive team environment
• Opportunities for career growth and advancement

We value a healthy work-life balance, a cornerstone of ETS culture.