Help Desk Manager

Job Description

Job Description

Job Overview & Qualifications

Job Overview

Syclone is dedicated to delivering exceptional IT support and services by combining technical expertise with a client-first approach. We are committed to continuous improvement and innovation in our IT services.

The Help Desk Manager is responsible for leading and managing a small but growing support team currently consisting of a Field Services Technician, a Help Desk Technician, and an Onboarding/Backup Technician. This role owns day-to-day help desk operations, service delivery, and team development, with a primary focus on meeting and exceeding SLAs, improving client experience, and building scalable processes that support company growth.

This is a hands-on leadership role that blends people management, operational oversight, and strategic improvement.

Key Objectives of the Role

• Lead the help desk team to consistently deliver excellent client experience
• Maintain and improve SLA performance, response times, and resolution quality
• Develop a high-performing, accountable, and scalable support team
• Create structure, standards, and processes that support business growth
• Serve as the operational owner of the help desk team

What Success Looks Like

• Consistent achievement of SLA targets and reduced escalations
• Accurate, timely ticket completion and billing readiness
• A well-documented, repeatable help desk operation
• A motivated, accountable team with clear expectations and ownership

Key Responsibilities

Team Leadership & Management

• Lead, coach, and manage the help desk team, fostering accountability, collaboration, and professional growth
• Set clear expectations for performance, behavior, and service quality
• Conduct regular one-on-ones, performance feedback, and development planning
• Assist with hiring, onboarding, and training of new Help Desk staff as the team grows
• Build team coverage plans to ensure continuity during absences, vacations, and growth phases

Service Delivery & SLA Ownership

• Own help desk performance and ensure adherence to all service level agreements (SLAs)
• Monitor ticket queues, workloads, and priorities to ensure timely and effective resolution
• Lead regular triage to ensure tickets are properly categorized, prioritized, and assigned
• Serve as the final approver for help desk tickets, ensuring labor time, documentation, and billable items are accurate and ready for billing
• Identify trends, recurring issues, and bottlenecks, to implement corrective actions
• Act as an escalation point for complex, high‑impact, or client‑sensitive issues

Operational Excellence & Process Improvement

• Develop, document, and continuously improve standard operating procedures (SOPs)
• Build scalable workflows that support a growing client base and team
• Ensure consistent and accurate documentation within the PSA/ticketing system
• Maintain and improve knowledge base articles and internal documentation
• Partner with leadership to align help desk operations with company goals

Technical & Hands-On Support (As Needed)

• Act as backup support for the help desk when required to meet SLAs or handle escalations
• Provide remote and occasional onsite technical support as needed
• Ensure all support activities follow security best practices and internal standards

Client Communication & Experience

• Ensure clear, professional, and proactive communication with clients
• Set expectations and provide transparency throughout the ticket lifecycle
• Represent Syclone’s values and commitment to service excellence in all interactions

Required Experience & Skills

Education & Experience

Formal education is not required. Candidates should possess equivalent professional experience, with a strong emphasis on demonstrated leadership experience managing and developing technical or service delivery teams in an SLA‑driven environment.

Certifications

Certifications are not required but are strongly preferred and demonstrate a commitment to IT service management best practices and professional development:

• ITIL Foundation
• ITIL Practitioner
• HDI Team Lead
• HDI Support Center Analyst
• Microsoft Certified: IT Service Management

Skills

• Proven leadership and people management skills, with the ability to coach, mentor, and hold team members accountable
• Strong understanding of service delivery in an SLA‑driven environment
• Excellent organizational, prioritization, and time‑management skills
• Ability to balance strategic leadership responsibilities with operational oversight
• Clear, professional communication skills with clients, technicians, and leadership
• Strong decision‑making and problem‑solving abilities
• Commitment to continuous improvement, process maturity, and service quality
• Ability to lead through change and support team growth as the organization scales

Tools & Platforms

Experience with the following tools and platforms is strongly preferred:

• Professional Services Automation (PSA) and ticketing systems
• Remote Monitoring and Management (RMM) platforms
• Remote access and support tools
• Microsoft 365 and Active Directory administration
• Basic networking, firewall, and infrastructure concepts
• Backup, disaster recovery, and business continuity solutions
• Endpoint security and cybersecurity best‑practice tools
• Documentation systems and internal knowledge bases

Physical Demands

This role is primarily office‑based and requires extended periods of working at a computer and communicating via phone or video conferencing. Occasional lifting or movement of light IT equipment (up to 25 pounds) may be required. Periodic onsite visits to client locations may involve standing, walking, or working in varied environments. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

Work Schedule Expectations

• Standard full-time schedule: Monday through Friday, 8:00 AM to 5:00 PM.
• Flexibility required for early morning, evening, or weekend shifts based on operational needs.
• Participation in after-hours escalation and on-call oversight as needed; this role is not intended to be a primary on-call technician.
• Additional hours may be required during system outages, deployments, or peak service periods

Punctuality and consistent attendance are essential to meet service level agreements and ensure timely support for end users.

Travel Requirements

Limited travel may be required for professional development activities, including industry conferences, training events, or company meetings. Routine client site travel is not expected for this role, as the primary focus is leadership of help desk service delivery. Travel frequency is expected to be occasional and planned in advance.