Help Desk Manager

Description

The Service Desk Operations Manager is a key leadership role within All Lines Technology’s ALLManage portfolio, responsible for ensuring world class delivery of 24/7 Service Desk operations. This leader is part of a collaborative management team that oversees a high volume environment supporting all contracted Help Desk customers. The role requires strong operational discipline, people leadership, and a relentless focus on customer satisfaction and continuous improvement.

 Operational Leadership 

• Oversee day-to-day operations of a 24/7 Service Desk supporting multiple customer environments.
• Work as part of a team of Service Desk Managers to coordinate staffing, workload distribution, and operational coverage across a large analyst group. 
• Ensure consistent execution of processes across UCaaS platforms, ticketing systems, call handling, and escalation workflows. 
• Monitor Realtime performance, service levels, and queue health to ensure contractual SLAs are met or exceeded. 
• Develop, refine, and enforce standard operating procedures to drive efficiency and quality. 

Team Management, Training & Development 

• Lead, coach, and mentor a team of L1 Analysts, fostering a culture of accountability, collaboration, and continuous learning. 
• Deliver structured training for new analysts, including customer-specific onboarding, process education, and technical readiness. 
• Provide ongoing training and updates for existing analysts as customer environments evolve, new contracts are added, or service expectations change. 
• Conduct regular performance reviews, skills assessments, and development planning. 
• Drive teambuilding initiatives that strengthen engagement, retention, and service excellence. 
• Partner with HR on recruiting, onboarding, and workforce planning to support a 24/7 staffing model. 

Customer Experience & Relationship Management 

• Serve as an escalation point for customer issues, ensuring timely resolution and clear communication.
• Build strong relationships with customer Help Desk Managers and executive stakeholders. 
• Lead onboarding of new customers and contracts, ensuring smooth transitions into ALLManage support. 
• Champion customer satisfaction by analyzing feedback, identifying trends, and implementing improvement initiatives. 

Metrics, Reporting & Continuous Improvement 

• Track, analyze, and communicate call metrics, ticket trends, and operational KPIs to senior leadership.
• Identify opportunities to improve service quality, reduce call volume, and enhance first contact resolution. 
• Drive continuous improvement initiatives leveraging data, automation, and best practices. 
• Collaborate with internal teams to optimize workflows, knowledge bases, and service delivery processes. 

Cross-Functional Collaboration 

• Work closely with the Sales team to support new business opportunities, including scoping, presentations, and operational planning. 
• Partner with Engineering, UCaaS, and Project teams to ensure seamless customer experiences across the service lifecycle. 
• Participate in executive-level discussions regarding service performance, customer health, and strategic initiatives. 

Qualifications

• 5+ years of experience in Service Desk, IT Support, or Managed Services operations; 2+ years in a leadership role preferred.
• Experience managing or contributing to a multimanager operational structure in a high volume environment. 
• Strong understanding of ITIL principles, ticketing systems, and UCaaS technologies. 
• Proven ability to lead teams in a 24/7 operational environment.
• Excellent communication, customer facing, and conflict resolution skills. 
• Data driven mindset with experience analyzing KPIs and driving operational improvements. 
• Ability to manage multiple priorities in a dynamic, fast-paced environment. 

Why Join All Lines Technology? 

• Be a key leader in a rapidly growing managed services organization.
• Shape the future of ALLManage service delivery and customer experience. 
• Work with a collaborative leadership team that values innovation, accountability, and excellence. 
• Make a measurable impact on customers across diverse industries.