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Help Desk Senior Manager

The Judge Group

Location
Onsite (Wayne, PA)
Employment
Full-time
Level
Senior Level
Posted Today

About the Role

The Judge Group is seeking a Help Desk Senior Manager to lead daily operations of the Enterprise Help Desk. This role involves setting service standards, improving processes, and ensuring high-quality support across the organization.

Skills

Operations Management ITSM Practices Capacity Planning Workforce Management Root Cause Analysis Customer Experience Strategy Team Leadership Performance Coaching Process Improvement SOP Development Technical Support Stakeholder Communication Budget Management Incident Management Problem Management Self-Service Automation

Full job details

Overview

The Helpdesk Senior Manager directs the daily operations of the Enterprise Help Desk, leading a high-performing support team to deliver consistent, high-quality support across the organization. This role sets service desk standards, triage and escalation processes, and operational cadences that drive efficient ticket resolution, clear communication, and measurable improvements in customer satisfaction. The Helpdesk Sr Manager partners closely with Infrastructure, Security, and Applications to restore service during incidents, reduce repeat issues through problem management, and continuously improve processes, knowledge, and self-service capabilities.

Responsibilities

30%

Operations Management

  • Oversees end-to-end helpdesk operations, ensuring efficient ticket resolution and timely responses.

·        Owns the operational narrative by delivering dashboards, service reviews  and QBRs that translate technical KPIs into business insights for the VP and CIO.

  • Leads capacity planning and workforce management for the service desk, including staffing models, scheduling, and coverage plans to meet demand across locations and peak periods.
  • Forecasts ticket demand using historical trends and upcoming business initiatives (e.g., onboarding waves, application rollouts) and adjusts priorities and resources to maintain backlog health.
  • Partners with Procurement and IT leadership to track renewals and manage service desk-related spend (ticketing/ITSM platform, endpoint tools), ensuring value realization and contract compliance.

 

20%

Customer Satisfaction

  • Ensures high levels of customer satisfaction through the delivery of quality support services.
  • Analyzes data to develop and implement strategies to enhance the overall customer experience.
  • Collaborates with other departments to address escalated customer issues and work towards their resolution.

 

25%

Process Improvement

Owns the service desk continuous improvement roadmap by prioritizing high-impact initiatives based on KPI trends and business objectives.

  • Establishes and governs ITSM practices to ensure consistent intake, categorization, escalation, and documentation standards.
  • Leads root-cause analysis with cross-functional IT teams to drive preventive actions and eliminate recurring service disruptions.
  • Defines and maintains SOPs and runbooks, implementing quality controls to improve consistency and reduce time to restore.
  • Improves self-service and automates common requests through workflows, templates, and integrations to increase ticket deflection and reduce manual handling.

10%

Team Leadership

·       Drives the short-term execution of tasks and priorities to meet deadlines set by senior leadership.

·       Monitors team progress against established goals and quickly resolves immediate operational issues and roadblocks.

·       Conducts regular team meetings to reinforce direction and keep team informed of company, department, and / or team initiatives.

·       Escalates complex performance or strategic roadblocks to the next level of management

·       Contributes to and supports the execution of departmental initiatives and cross-functional projects

10%

Team Development

·       Holds regular one-on-one meetings to provide hands-on coaching and performance feedback and discuss growth and development.

·       Sets individual performance goals and provides support to help team members achieve their immediate objectives

·       Addresses and resolves escalated team conflicts promptly to maintain a productive work environment.

·       Encourages and supports team members in their own skill development and knowledge acquisition.

·       Fosters effective collaboration with other Teams and Departments.

5%

Personal Development and Other Activities

·       Maintain a strong understanding of the organization's products, services, and technical infrastructure

·       Stay abreast of industry trends and advancements

·       Develops and maintains relevant skills

·       Performs any other duties and tasks as assigned by management

Qualifications

  • 5-7 years of experience in IT support or Enterprise helpdesk roles with 2-3 years in a formal leadership role, leading a helpdesk or support team.
  • Strong technical background with a deep understanding of IT systems, networks, and common software applications.
  • Track record of providing excellent customer service in IT support roles.
  • Strong verbal and written communication skills for interacting with both technical and non-technical stakeholders.
  • Experience in documenting processes, procedures, and technical information.

Proven experience in identifying and implementing process improvements within an Enterprise helpdesk environment.