IT Help Desk Manager

Solvd US

Our organization is redefining claims management across the auto and property space through a blend of AI innovation, proprietary technology, and expert-led services that deliver measurable results for insurers, fleets, rental, TPAs/MGAs, and adjacent industries. Our US team combines automation, intelligence, and human expertise to simplify complex processes — accelerating cycle times, reducing costs, and improving outcomes across appraisal, repair, subrogation response, and auto/property estimating. Our solutions help customers move beyond digital claims to a model that’s faster, smarter, and simpler — grounded in data accuracy, transparency, and customer experience.

As part of the Solvd Group, operating in 46+ countries, our mission is to drive results today while shaping the future of claims. From FNOL to final settlement, we connect technology and expertise to deliver precision, performance, and confidence at every stage.

Position Overview

We are seeking a highly motivated, technically experienced, and results-driven IT Help Desk Manager to lead our on-site technical & hardware support operations Lenexa, Kansas. This position is responsible for overseeing technical support for customers and internal users throughout North America, ensuring timely issue resolution, high-quality customer service, and operational excellence across application, system, network, and integration-related support functions.

The IT Help Desk Manager will lead and develop the support team, establish and maintain support processes, manage escalations, and drive continuous improvement across the support organization. This role serves as a key liaison between customers, internal stakeholders, Engineering, Product, Development, and Infrastructure teams to ensure technical issues are resolved effectively, and recurring problems are addressed through sustainable solutions.

The ideal candidate combines strong technical troubleshooting expertise with proven leadership, organizational, and communication skills. They will be responsible for balancing day-to-day support operations with long-term improvements to team performance, customer experience, technical processes, and service reliability.

Key Responsibilities

Team Leadership and Development

· Lead, manage, and develop the technical support team, providing direction, coaching, mentoring, and performance feedback.

· Establish clear team priorities, responsibilities, performance expectations, and accountability standards.

· Manage staffing, scheduling, and workload distribution to ensure adequate support coverage across North America within the support window.

· Develop team members' technical capabilities, troubleshooting skills, customer service practices, and professional growth.

· Foster a collaborative, customer-focused culture centered on ownership, accountability, continuous learning, and operational excellence.

· Participate in recruiting, onboarding, training, and performance management activities for support personnel.

Support Operations and Service Delivery

· Oversee Tier 1–3 technical support operations for customers and internal users, ensuring incidents and service requests are prioritized and resolved according to business impact, urgency, and established service-level expectations.

· Monitor support ticket queues, workload, response times, resolution times, backlog, and escalation activity to maintain efficient service delivery.

· Establish, implement, and continuously improve support processes, workflows, escalation procedures, and standard operating procedures.

· Ensure support tickets are managed effectively from initial reporting through resolution, with appropriate documentation and communication throughout the incident lifecycle.

· Oversee the investigation and resolution of application, system, connectivity, authentication, infrastructure, and integration-related issues.

· Lead the response to critical incidents and major service disruptions, coordinating resources, stakeholder communications, escalation activities, and post-incident reviews.

· Identify operational risks and resource constraints and implement corrective actions to maintain service quality and support continuity.

Key Physical & Hands-On Responsibilities

· Physical Deployment: Set up, tear down, and relocate workspaces, including heavy desktop towers, dual-monitor mounts, docking stations, and cable management.

· Asset Lifecycle Management: Unbox incoming hardware shipments, label inventory with asset tags, and organize physical IT storage rooms.

· Hardware Troubleshooting: Perform hands-on diagnostics and component swaps, such as replacing laptop keyboards, expanding RAM, upgrading hard drives, and testing peripheral devices.

· Inventory Audits: Conduct routine physical inventory audits to reconcile active, stock, and decommissioned equipment against database records.

· E-Waste & Disposal: Gather, lift, stack, and safely prep decommissioned equipment for secure recycling or vendor pickup.

Technical Oversight and Escalation Management

· Serve as a senior technical resource for complex or high-impact issues, providing guidance and support to team members during troubleshooting and resolution.

· Oversee the investigation of incidents involving application logs, system behavior, network connectivity, APIs, integrations, and other technical components.

· Coordinate escalations to Engineering, Development, Infrastructure, Product, and other appropriate teams, ensuring issues are clearly documented, prioritized, and followed through to resolution.

· Maintain a strong working knowledge of supported applications, infrastructure, integrations, customer environments, and enterprise technologies.

· Provide technical oversight for application deployments, configuration changes, upgrades, patches, and troubleshooting activities.

· Ensure fixes and workarounds are properly tested and validated before being communicated or implemented, as appropriate.

· Support the development of repeatable troubleshooting methodologies and technical standards that improve consistency and reduce resolution times.

Cross-Functional Collaboration

· Partner with Engineering and Product teams to identify recurring defects, investigate root causes, and drive permanent corrective actions.

· Establish effective communication and escalation practices between Support and other technical teams to improve issue ownership and resolution efficiency.

· Represent customer and support-team perspectives in product discussions, technical reviews, and process improvement initiatives.

· Collaborate with internal stakeholders to assess the business impact of incidents, coordinate priorities, and communicate resolution plans.

· Provide leadership during cross-functional incident response efforts and ensure appropriate follow-up actions are completed.

Performance Management and Continuous Improvement

· Define, track, and report on key support performance indicators, including ticket volume, response and resolution times, SLA attainment, backlog, escalation rates, customer satisfaction, and recurring incidents.

· Analyze support trends and operational data to identify opportunities to improve team performance, product reliability, and the customer experience.

· Lead root-cause analysis and corrective-action initiatives for recurring or high-impact issues.

· Establish and maintain technical documentation, knowledge-base articles, troubleshooting guides, training materials, and standard operating procedures.

· Develop strategies to improve support efficiency through knowledge sharing, process optimization, monitoring, automation, and self-service resources.

· Provide regular updates to leadership on support performance, significant incidents, team capacity, operational risks, and improvement initiatives.

· Promote consistent documentation, knowledge transfer, and adherence to established support and security procedures.

Required Qualifications

· 5+ years of experience in technical support, application support, systems administration, infrastructure support, or a related technical field.

· 2+ years of experience leading, supervising, mentoring, or managing technical support personnel or teams.

· Strong technical troubleshooting and problem-solving skills, including the ability to guide the investigation of complex production issues.

· Experience supporting business-critical applications in a production environment.

· Experience with Windows-based systems and common enterprise technologies.

· Strong understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and firewalls.

· Experience troubleshooting application errors, connectivity issues, authentication problems, and system integrations.

· Ability to interpret application and system logs and guide structured incident investigation and root-cause analysis.

· Experience managing support ticketing systems, IT service management processes, incident workflows, and escalation procedures.

· Demonstrated ability to prioritize competing demands, allocate resources, and manage incidents based on business impact and urgency.

· Experience establishing or monitoring service-level agreements, operational metrics, or support performance objectives.

· Excellent written and verbal communication skills, including the ability to communicate technical issues and business impact to diverse audiences.

· Demonstrated ability to collaborate across technical and non-technical teams and influence outcomes without direct authority.

· Strong organizational skills and the ability to manage day-to-day operations while driving longer-term improvements.

Preferred Qualifications

· Experience managing support for SaaS platforms or enterprise business applications.

· Experience supporting geographically distributed customers and users across multiple time zones.

· Familiarity with REST APIs, web services, JSON, XML, and system integrations.

· Familiarity with SQL and basic database troubleshooting.

· Experience with cloud platforms such as AWS or Microsoft Azure.

· Familiarity with authentication technologies such as SSO, SAML, OAuth, and OpenID Connect.

· Experience with monitoring, alerting, and centralized logging platforms.

· Experience with scripting or automation using PowerShell, Python, or similar technologies.

· ITIL certification or practical experience with IT service management frameworks.

· Experience in cybersecurity-conscious environments, including adherence to access controls, security procedures, and incident management practices.

· Experience implementing support metrics, dashboards, knowledge-management programs, or operational improvement initiatives.

· Experience managing major incidents, conducting post-incident reviews, and coordinating root-cause analysis.

Measures of Success

Success in this role will be demonstrated through:

· Consistent achievement of established service-level agreements and support performance targets.

· Improved response times, resolution times, backlog management, and escalation efficiency.

· Strong customer satisfaction and effective communication throughout the support lifecycle.

· Increased technical proficiency, engagement, and accountability across the support team.

· Reduced recurrence of known issues through root-cause analysis and collaboration with Engineering and Product.

· Improved documentation, knowledge sharing, process consistency, and operational efficiency.

· Effective coordination of critical incidents and timely completion of follow-up actions.

· Clear, data-driven reporting on team performance, operational risks, and continuous improvement initiatives.

What we offer

• Comprehensive benefits, including health, dental, vision insurance, and more.
• 401(k) plan options
• Paid time off, sick time, and paid holidays.
• The opportunity to grow with a dynamic, innovative team in a startup-like culture.