The Help Desk Manager oversees daily operations for Help Desk Tiers 1-2, leading and mentoring a team of analysts in a primarily remote-work environment. This role acts as the executive point of contact for technical support, manages ticket resolution according to KPIs and SLAs, and ensures customer satisfaction. Responsibilities include coordinating with Digital Services and project teams, reporting on incidents and trends, maintaining documentation and knowledge bases, and managing incident, problem, and change management processes. The Help Desk Manager also drives team performance, fosters collaboration, maintains strong internal customer relationships, and adapts to evolving business needs.
Responsibilities
- Manage and oversee daily operations and performance of Help Desk Tiers 1-2, ensuring high-quality ticket resolution and adherence to KPIs and SLAs.
- Lead, develop, and mentor a team of Help Desk Analysts, fostering a collaborative and high-performing remote work environment.
- Serve as the executive point of contact for technical support and troubleshooting, including escalation and incident management.
- Ensure exceptional customer experience by integrating customer satisfaction objectives into team goals and gathering feedback for continuous improvement.
- Coordinate and communicate with Digital Services, project teams, and Tier 3-4 engineers to resolve issues, implement changes, and support projects.
- Maintain up-to-date documentation, knowledgebase articles, and training programs for end-users and Service Desk staff to enhance self-sufficiency and support readiness.
- Track, analyze, and report on Service Desk incidents, trends, and team productivity to identify opportunities for improvement and inform leadership.
- Oversee service request response, classification, prioritization, and escalation protocols, ensuring effective incident, problem, and change management.
- Develop, enforce, and communicate policies, procedures, and best practices related to Help Desk operations and incident management.
- Align team and individual objectives with enterprise goals, evaluating progress and promoting accountability, engagement, and growth.
- Build and maintain long-term relationships with internal customers, understanding their operational needs to deliver effective solutions.
- Implement and continually improve ITSM practices to align with industry best standards for service management and operational excellence.
- Adapt to evolving business needs by taking on special projects and additional assignments as required.
Skills and Competencies
- Demonstrated leadership and people management experience, including coaching, team development, and empowerment.
- Proven ability to effectively manage and lead a Service Desk team, balancing daily operations, people management, and project work.
- Strong written and verbal communication skills, with experience collaborating with executive-level leadership and communicating with users.
- Strong technology troubleshooting skills and ability to support executive-level technology challenges.
- Proven ability to communicate with C-Suite Level Executives
- Extensive technical expertise in desktop hardware and software, networking solutions, ITSM platforms.
- Highly proficient in Microsoft 365.
- Experience in ticket management and major incident management at an enterprise scale.
- Strong project management and change management skills, with proficiency in execution and adapting to direction.
- Proven track record of implementing ITSM and Enterprise Ticketing systems, as well as ITIL Foundations and Service Desk best practices.
- Demonstrated understanding of effective Information Technology Service Management (ITSM) and IT Change Management best practices.
- Ability to handle challenging requests and high ticket volume while maintaining high customer service standards.
- Capable of working independently in a primarily virtual environment.
Experience
- Minimum of 8 years related work experience in IT or related field.
- Experience in a high operational call center, Help Desk, or network operations center (NOC) is required.
- Experience with data gathering, statistical analysis, and reporting of metrics (e.g., KRIs, KPIs) for Digital Services operations is required.
- Experience implementing and maintaining an ITSM platform required.
- Experience with desktop support, network connectivity, computer operating systems, mobile devices, desktop hardware, and software applications is required.
Education
- A bachelor's degree in IT or related field or equivalent experience and/or certifications is required.
- ITIL Foundations certification is required.
Salary Range: The anticipated starting pay range for this position is based on the employee’s primary work location and may be more or less depending upon skills, experience, and education. These ranges may be modified in the future.
Location A: $97,000 - $132,000
Location B: $106,000 - $145,000
Location C: $116,000 - $158,000
You can view which BC location applies to you here. If you have any questions, please speak with your Recruiter.
About Brown and Caldwell
Headquartered in Walnut Creek, Calif., Brown and Caldwell is a full-service environmental engineering and construction firm with 50 offices and 2,100 professionals across North America and the Pacific. For more than 75 years, we have created leading-edge environmental solutions for municipalities, private industry, and government agencies. We strive to be the company of choice—to our clients, who benefit from our passion for delivering exceptional quality, and to our employees, present and future, who share our commitment to client service, collaboration, and innovation. Join us, and you will find a home where you can do your best work, reach new levels of expertise, and enjoy exceptional development opportunities. For more information, visit www.brownandcaldwell.com
This position is subject to a pre-employment background check and a pre-employment drug test.
Notice to Third Party Agencies: Brown and Caldwell does not accept unsolicited resumes from recruiters or employment agencies. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement and approved engagement request with Brown and Caldwell, Brown and Caldwell reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency.
Brown and Caldwell is proud to be an EEO/AAP Employer. Minorities/Women/Disabled and Protected Veterans are encouraged to apply. Brown and Caldwell ensures nondiscrimination in all programs and activities in accordance with Title VI of the Civil Rights Act of 1964.
