Helpdesk Manager

#LI-remote **Location:** Salt Lake City, UT (Hybrid as business needs require) ## Position Summary The Help Desk Manager is responsible for leading Waterford.org's IT Service Desk operations, ensuring exceptional technical support for employees while continuously improving service delivery, operational efficiency, and customer satisfaction. This role provides leadership for the Help Desk team, establishes service management best practices, develops team members, and partners closely with other IT functions to ensure reliable technology services that support Waterford's mission of delivering high-quality educational experiences. The ideal candidate is an experienced people leader who combines strong technical knowledge with outstanding communication, coaching, and process improvement skills. This individual is passionate about creating a customer-first support culture while leveraging automation, documentation, and analytics to improve service quality. ## Key Responsibilities ### Service Desk Leadership - Lead, mentor, and develop the Help Desk team through coaching, performance management, and career development. - Foster a positive, collaborative, and customer-focused support culture. - Manage daily service desk operations, ensuring timely resolution of incidents and service requests. - Monitor workloads and staffing to maintain service levels and operational efficiency. - Conduct regular one-on-one meetings, performance evaluations, and professional development planning. - Ensure outstanding customer service for all employees and stakeholders. - Drive continuous improvement of service quality and end-user satisfaction. - Manage escalated technical issues and facilitate resolution across IT teams. - Establish and monitor Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). - Analyze trends to identify recurring issues and implement long-term solutions. - Develop and maintain IT service management processes following industry best practices. - Create and maintain knowledge base articles, technical documentation, and user guides. - Identify opportunities for automation to reduce repetitive work and improve response times. - Standardize support procedures to improve consistency and efficiency. - Participate in change management and operational readiness for new technology deployments. ### Technical Operations - Oversee support for Windows, macOS, mobile devices, Google Workspace, Microsoft 365, Azure Active Directory, Intune, conferencing technologies, and enterprise applications. - Coordinate endpoint provisioning, lifecycle management, and asset tracking. - Ensure software deployment, patching, and device management processes are followed. - Partner with Infrastructure, Security, and Development teams on cross-functional initiatives. - Assist during major incidents and coordinate communication with stakeholders. ### Security & Compliance - Ensure Help Desk practices align with Waterford's Information Security Management System (ISMS). - Support ISO 27001 compliance efforts and security awareness initiatives. - Promote secure identity management, access control, and endpoint security best practices. - Participate in audits and documentation related to IT operations and compliance. ### Reporting & Metrics - Produce regular operational reports and dashboards for IT leadership. - Monitor ticket volume, response times, resolution metrics, customer satisfaction, and team performance. - Use data to identify improvement opportunities and recommend operational enhancements. ## Required Qualifications - Bachelor's degree in Information Technology, Computer Science, Information Systems, Business, or a related field is preferred. - Equivalent combinations of professional experience, technical certifications, and demonstrated leadership will be considered in lieu of a degree. - 5+ years of progressive IT support experience. - 2+ years leading or supervising technical support teams. - Strong knowledge of Windows, macOS, m…