Help Desk Manager

PURPOSE

The Help Desk Manager is responsible for leading ibml’s Help Desk operations and ensuring timely, professional, and effective support for customers, field service teams, and internal stakeholders. This role owns the day-to-day performance of the Help Desk team, including ticket management, call handling, customer communication, escalation management, staffing coverage, process adherence, and continuous improvement and reports directly to the VP of Service Operations.

The Help Desk Manager will be expected to drive accountability, improve ticket resolution times, reduce aged open tickets, support first-time resolution, and ensure that customers receive consistent communication throughout the service process. This position plays a key role in the overall Service Operations organization and will work closely with Field Service, Software Support, Professional Services, Engineering, Sales, and Customer Success. This role requires the manager to be on-site daily.

ROLE AND RESPONSIBILITIES

Help Desk Operations

• Manage daily Help Desk operations to ensure tickets, calls, and customer issues are handled accurately and in a timely manner.
• Monitor incoming service requests and ensure proper ticket creation, classification, prioritization, assignment, and follow-up.
• Ensure all tickets are updated with clear notes, next steps, ownership, customer communication, and current status.
• Maintain focus on aged tickets, open tickets greater than defined thresholds, and tickets waiting on customer, vendor, engineering, or internal action.
• Lead daily and recurring ticket review meetings to drive closure, remove blockers, and escalate issues when needed.
• Ensure customer communication standards are followed, including timely updates, proper closure notices, and professional written responses.

Team Leadership

* Lead, coach, and develop Help Desk team members to improve technical knowledge, customer service skills, process discip...