Help Desk Manager

The Help Desk Manager is responsible for leading a multi-company IT support organization that provides responsive, consistent, and high-quality end-user support across multiple business units and affiliated companies. This role oversees help desk operations, service delivery, support staff performance, escalation management, and support process discipline while ensuring the team operates within enterprise standards and supports a growing, multi-entity environment. The Help Desk Manager will build structure, accountability, and consistency across the support function and serve as the operational owner for ticket quality, service levels, knowledge management, support procedures, and end-user experience.

Responsibilities and Duties

Help Desk Leadership

• Lead daily help desk operations across a multi-company support environment
• Manage support staff, team leads, and workload distribution
• Ensure timely, professional, and effective resolution of end-user issues
• Maintain accountability for service quality, responsiveness, and user experience
• Provide leadership, coaching, and performance management to the support team

Service Delivery & Escalation Management

• Oversee ticket queues, prioritization, and escalation handling
• Ensure incidents and requests are triaged, routed, and resolved appropriately
• Establish and maintain service level expectations and operational discipline
• Identify recurring issues and drive follow-up with operations, systems, or engineering teams
• Serve as an escalation point for high-impact or sensitive support issues

Process, Documentation, and Knowledge Management

• Establish and enforce support processes, procedures, and quality standards
• Maintain knowledge base content, support documentation, SOPs, and end-user support materials
• Ensure ticket documentation and resolution notes are complete and usable
• Promote standardization across support workflows, onboarding, offboarding, and common service requests
• Ensure support processes align with operational compliance and audit expectations

Multi-Company Support Coordination

• Coordinate support delivery across multiple companies, business units, and user groups
• Ensure support staff understand differences in business processes, systems, and support requirements where applicable
• Help create a consistent enterprise support model while accommodating legitimate business-specific needs
• Support onboarding of newly acquired or newly integrated teams into the shared support structure

Staffing, Scheduling, and Team Development

• Manage staffing levels, scheduling, coverage, and workload balancing
• Identify skill gaps and training needs across the help desk team
• Develop staff into stronger technical and leadership roles where appropriate
• Build a culture of accountability, responsiveness, professionalism, and customer service
• Support career pathing and organizational maturity within the support team

Metrics, Reporting, and Continuous Improvement

• Track and report on key service desk metrics including ticket volume, response times, resolution times, backlog, SLA performance, and escalation trends
• Identify operational issues and recommend improvements to staffing, workflow, tools, or training
• Drive continuous improvement in support quality, service efficiency, and end-user satisfaction
• Partner with IT leadership to improve support readiness, reduce friction, and enhance service maturity

Operational Readiness & Compliance

• Ensure support procedures align with enterprise policies, security requirements, access controls, and operational standards
• Maintain documentation and process evidence needed for audit, compliance, and operational review
• Ensure onboarding, offboarding, access requests, device handling, and support workflows are performed consistently and appropriately
• Support operational readiness during acquisitions, transitions, office changes, and major IT initiatives
• Complete all other duties as assigned by manager
• Represent the company professionally in all interactions with customers and home buyers
• Adhere to company safety standards and help promote a safe working environment
• Adhere to and promote the Mission, Vision, and Values of Stanley Martin

Position Standards

• Strong people management and coaching ability
• Strong customer service orientation and escalation judgment
• Strong organizational and process discipline
• Ability to manage competing priorities in a fast-paced support environment
• Strong written and verbal communication skills
• Ability to work effectively across technical teams, business teams, and leadership
• Strong reporting and follow-up skills
• Working knowledge of help desk systems, ticketing tools, and support workflows

Position Requirements

• 5+ years of progressive IT support or service desk experience
• 2+ years of leadership experience managing help desk or end-user support teams
• Experience leading support in a multi-site, multi-business-unit, or multi-company environment
• Experience managing ticket queues, escalations, SLAs, and support metrics
• Experience developing support processes, documentation, and team standards
• Strong background in end-user support, workstation support, account/access support, and general business application support
• Associate’s or bachelor’s degree in information technology, business, or related field, or equivalent experience preferred
• Experience supporting Microsoft-based enterprise environments preferred
• Experience leading team leads or layered support teams preferred
• Experience with multi-company or acquisition-related support integration preferred
• Experience with ITIL-style service management practices preferred
• Familiarity with asset management, onboarding/offboarding, and operational compliance requirements preferred