Help Desk Manager

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Help Desk Manager based in the United States. The Help Desk Manager leads and develops a Service Desk team, ensuring efficient operations and consistently high-quality technical support across an enterprise environment. This role oversees daily support activities, ticket management, escalations, and service performance, using ServiceNow to monitor workflows and maintain operational visibility. The successful candidate will drive service excellence by managing SLAs and KPIs, improving support processes, and strengthening customer satisfaction. They will also serve as a key escalation point for complex or sensitive user concerns while coaching team members on communication and problem resolution. Working closely with other IT functions, the manager will help ensure timely issue resolution and reliable employee onboarding and offboarding. This position combines hands-on IT service management expertise with people leadership, operational oversight, and a strong focus on security and continuous improvement.