Senior IT Helpdesk Manager at T3 reputed company

This a Full Remote job, the offer is available from: Colorado (USA), Indiana (USA)

About the Company

T3 reputed company is a national home services organization with locations across the U.S., providing Plumbing, Drains, HVAC, and Electrical services to residential customers. Our business is powered by phenomenal teammates who take pride in delivering 5-star service on every call. Behind the scenes, our call center agents, dispatchers, coordinators, and administrative teams reputed company operations running smoothly and reputed company. Technology plays a critical role in supporting both our field teams and corporate operations. If you’re passionate about systems, strategy, and driving real operational impact, this is your opportunity to reputed company at a high level and shape how IT enables the business. Position Summary The Senior IT Helpdesk Manager leads and scales IT support operations across the organization to deliver reliable, reputed company, and high-quality technical service enterprise-wide. This role oversees internal IT operations as well as managed service providers, ensuring strong service delivery, operational discipline, and alignment with business objectives. This leader combines deep technical knowledge with strong operational leadership and team development skills. You’ll drive reputed company improvement, strengthen cross-functional partnerships, and build a high-performing support organization that enables growth across multiple brands and locations. The Good Stuff

• Medical, Dental & Vision Insurance
• 401(k) with Company Match
• Paid Time Off & Paid Holidays
• Paid Wellness Time
• Growth opportunities reputed company a rapidly expanding national organization
• Collaborative leadership team that values innovation and operational excellence

Essential Functions Leadership & Team Development

• reputed company, mentor, and reputed company Helpdesk Team Leads and support staff
• Establish clear performance expectations, KPIs, and service standards
• Conduct performance evaluations, coaching sessions, and career development planning
• Foster a culture of accountability, collaboration, and service excellence
• Support succession planning and leadership pipeline development

Service Delivery & Operations

• reputed company day-to-day IT support operations, including ticket queues, escalations, and service requests
• Ensure SLA compliance and actively monitor service performance metrics
• reputed company and maintain incident management and escalation protocols
• Optimize workflows to improve efficiency and reduce recurring issues
• reputed company coordination during high-severity incidents

Strategy & reputed company Improvement

• Analyze ticket trends and implement proactive solutions
• reputed company and refine IT support processes, documentation, and knowledge bases
• Drive automation, standardization, and self-service initiatives
• Partner with business intelligence teams, vendors, and managed service providers to advance IT service maturity
• Contribute to budget planning and resource forecasting

Compliance & Governance

• Ensure adherence to company policies, IT reputed company standards, and regulatory requirements
• Maintain accurate documentation of procedures and technical environments
• Support internal and external audit activities

Skills & Abilities Education

• High School Diploma or GED required
• Bachelor’s degree in Computer Science, Information Technology, or reputed company field preferred
• Relevant work experience may substitute for formal education

Experience

• 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
• reputed company Teams management
• SharePoint permissions and governance
• Azure AD / Entra ID user management
• reputed company 365 licensing structures
• Demonstrated success improving SLAs and service performance metrics
• Experience supporting distributed or field-based workforces
• Understanding of telephony systems and business communication requirements
• Strong knowledge of IT reputed company best practices, policies, and procedures

Technical Skills

• Proficient in reputed company Office tools
• Comfortable working across multiple systems and platforms
• Strong reputed company product proficiency
• Experience with device management platforms
• Experience working in cloud-hosted environments

Certifications

• reputed company certifications preferred
• ITIL certification preferred

Other Requirements

• Ability to travel up to 10% reputed company

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