IT Helpdesk Manager

Full-time

About This Role

BALANCED+ is a premier IT consulting and managed services firm delivering robust, secure, and modern technology infrastructure for enterprise, government, and non-profit clients. We are looking for a dynamic IT Helpdesk Manager to lead our support team, elevate our service standards, and drive key operational projects.

As the IT Helpdesk Manager, you will bridge the gap between day-to-day technical support excellence and strategic project execution. This is a hands-on leadership role for someone deeply versed in IT Service Management (ITSM) frameworks, with the project management discipline to oversee internal initiatives, client onboarding, and continuous process improvements.

Responsibilities

Oversee the daily operations of the IT helpdesk, ensuring high customer satisfaction, swift resolution times, and adherence to SLAs.
Act as the primary ITSM practitioner to design, implement, and mature core processes (Incident, Problem, Change, and Request Management).
Lead and execute IT infrastructure, system migration, and client onboarding projects from inception to completion, managing timelines, scope, and resources.
Mentor, coach, and manage a team of technical support specialists, fostering a culture of continuous learning and accountability.
Establish, track, and report on key performance indicators (KPIs) and operational metrics to executive leadership.

Qualifications

Minimum of 5 years of experience in IT support management, helpdesk leadership, or a senior service delivery role within an MSP or corporate environment.
Proven track record as an ITSM practitioner with deep knowledge of ITIL frameworks (ITIL certification is highly desirable).
Valid Project Management Professional (PMP) certification with demonstrated experience managing complex IT projects.
Strong familiarity with modern enterprise IT environments, including cloud infrastructure, enterprise security principles, and modern collaboration tools.
Exceptional interpersonal and communication skills, with the ability to translate complex technical issues into clear business terms for clients and stakeholders.