Help Desk Manager
Company: Online River
Location: Los Angeles
Posted on: April 2, 2026
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Job Description:
We are seeking a highly organized and customer-focused Help Desk
Manager to lead and oversee our IT support team. The Help Desk
Manager will be responsible for ensuring efficient and effective
resolution of technical issues for end-users, managing support
requests, and improving the overall IT service experience. The
ideal candidate will possess strong leadership skills, in-depth
technical knowledge, and a commitment to providing excellent
customer service. Key Responsibilities Manage Help Desk Team : Lead
a team of IT support professionals, providing guidance, training,
and performance management to ensure they meet service standards
and resolve issues effectively. Prioritize Support Requests :
Oversee the intake and prioritization of help desk tickets,
ensuring that high-priority issues are addressed quickly and
efficiently. Monitor Performance : Track key performance metrics
(KPIs) such as ticket resolution times, user satisfaction, and
adherence to service level agreements (SLAs). Implement Best
Practices : Develop and implement help desk processes, policies,
and best practices to improve the efficiency and effectiveness of
the support team. Escalate Issues : Handle escalations of complex
technical issues, coordinating with other departments or external
vendors to ensure swift resolution. Customer Service Excellence :
Foster a culture of excellent customer service, ensuring that
support staff maintain professional communication and a
user-centric approach to problem-solving. Resource Management :
Allocate resources effectively, including scheduling shifts,
distributing workloads, and ensuring appropriate staffing levels.
Technology and Tools : Oversee the deployment and management of
help desk tools and technologies, ensuring they are up-to-date and
optimized for performance. Training and Development : Provide
ongoing training and development opportunities to help desk staff
to improve their skills and stay current with new technologies and
support strategies. Reporting : Prepare and deliver regular reports
on help desk performance, issues trends, and areas for improvement
to senior management. Skills, Knowledge and Expertise Proven
experience as a Help Desk Manager or in a similar IT support
leadership role. Strong technical knowledge of computer systems,
networks, and related hardware/software. Exceptional customer
service and communication skills. Experience with help desk
software and ticketing systems. Strong problem-solving abilities
and the ability to handle high-pressure situations. Ability to
lead, mentor, and develop a team of IT professionals. Benefits
Medical Insurance The coverage begins for the employee the on the
first of the month following the first full 30 days of full-time
employment for employees and their eligible dependents Cost to the
employee to participate in the plan varies by the coverage
selection and the number of dependents; and may be subject to
collective bargaining agreement The employee may also elect to opt
out of the County's medical insurance if proof of coverage is
provided Under this arrangement, the employee is provided with an
annual opt out payment. Vision and Prescription The coverage begins
for the employee on the first of the month following the first full
30 days of full-time employment for employees and their eligible
dependents Contributions may vary, subject to collective bargaining
agreement. Dental Coverage The coverage begins for the employee on
the first of the month following the first full 30 days of
full-time employment for employees and their eligible dependents
Contributions may vary, subject to collective bargaining
agreement.
Keywords: Online River, Placentia , Help Desk Manager, IT / Software / Systems , Los Angeles, California
