Senior IT Helpdesk Manager
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Job Description
Senior IT Helpdesk Manager leading and scaling IT support operations at T3 Services Group. Overseeing internal IT operations and enhancing service delivery across multiple locations.
Responsibilities:
- Lead, mentor, and develop Helpdesk Team Leads and support staff
- Oversee day-to-day IT support operations, including ticket queues, escalations, and service requests
- Ensure SLA compliance and actively monitor service performance metrics
- Analyze ticket trends and implement proactive solutions
- Drive automation, standardization, and self-service initiatives
- Ensure adherence to company policies, IT security standards, and regulatory requirements
Requirements:
- High School Diploma or GED required
- Bachelor’s degree in Computer Science, Information Technology, or related field preferred
- 5+ years of IT support experience, including at least 2 years in a leadership role
- Proven experience managing Helpdesk teams in a multi-site or enterprise environment
- Demonstrated expertise in: Exchange Online administration, Microsoft Teams management, SharePoint permissions and governance, Azure AD / Entra ID user management, Microsoft 365 licensing structures
- Demonstrated success improving SLAs and service performance metrics
- Strong knowledge of IT security best practices, policies, and procedures
- Ability to travel up to 10% nationwide
Benefits:
- Medical, Dental & Vision Insurance
- 401(k) with Company Match
- Paid Time Off & Paid Holidays
- Paid Wellness Time
- Growth opportunities within a rapidly expanding national organization
- Collaborative leadership team that values innovation and operational excellence
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