Help Desk Manager

Job summary

The Help Desk Manager will lead and develop a team of Tier 1 Service Desk Analysts while overseeing daily contact center operations. This role involves monitoring KPIs, managing ticket queues, and ensuring high-quality customer service through coaching and performance management.

Job details

Looking for a workplace that values excellence and simplicity? At Yardstick Technologies, we excel in delivering top-notch solutions while simplifying complex challenges. We listen to our clients and team members, care about your growth, and celebrate every success together. Join us and make a real impact! Our Story: Yardstick Technologies, founded in 2008, leads IT outsourcing for small and medium businesses in Western Canada. We help businesses make smart technology decisions to further their strategies. Our fixed-fee services include managed IT solutions, cloud computing, Backup and Disaster Recovery, IT strategy, and consulting. We believe technology should help your business “WIN” and be part of a greater vision. Many small businesses trust us as their IT partner. What You’ll Be Doing: As a Help Desk Manager, you will work closely with the Director of Service Delivery to lead and develop a team of Tier 1 Service Desk Analysts while delivering exceptional customer experience. This role is responsible for overseeing the daily operations of the Contact Centre, ensuring service levels are achieved, team members are supported and developed, and customers receive timely and effective service. What You’ll Be Working On: Provide leadership and guidance on daily operational challenges and customer service issues. Conduct regular one-on-one meetings, performance reviews, coaching sessions, and development conversations. Lead performance management activities, including employee recognition, coaching plans, corrective actions, and disciplinary processes when required. Ensure staff consistently provide a positive and professional customer experience through phone, email, and ticket interactions. Monitor and hold team members accountable to key performance indicators (KPIs) and service level objectives. Ensure live call answer targets are achieved through effective scheduling, queue monitoring, and workload management. Monitor ticket queues and actively manage ticket aging to ensure timely resolution of customer requests. Track and improve customer response times and service delivery metrics. Conduct regular quality assurance reviews and audits of tickets, customer interactions, and documentation. Identify coaching opportunities and training needs through performance reviews and quality audits. Support recruitment, onboarding, training, and development initiatives. Act as an escalation point for customer concerns, service delivery issues, and team support. Collaborate with leadership to improve processes, service delivery standards, and overall operational effectiveness. Provide Service Desk support and operational assistance as required to meet business needs. Employee flexibility is required to meet the demands of the business. What We’re Looking For: 5+ years of experience in customer service, IT support, service desk operations, or an MSP related field. Previous leadership, supervisory, coaching, or mentoring experience. Experience training and developing technical teams. Demonstrated ability to manage employee performance and hold team members accountable to expectations and KPIs. Strong customer service, relationship-building, and conflict-resolution skills. Excellent leadership, communication (verbal and written), and interpersonal skills. Excellent organizational, time management, and prioritization skills. Strong attention to detail and ability to manage multiple priorities in a fast-paced environment. Experience with service management and ticketing platforms. Ability to analyze performance data, identify trends, and implement improvement plans. Valid Class 5 Driver's License (or equivalent) and a reasonably clean driving record. Additional Requirements: Open and flexible schedule with willingness to support occasional after-hours work, maintenance windows, and emergency escalations. Participate in an on-call escalation rotation and support after-hours maintenance activities when required. A valid driver's license with the ability to travel up to 10% of the time for customer engagements, project implementations, and site visits. Physical Requirements (include but are not limited to): Ability to lift heavy IT equipment including but not limited to desktops, printers, workstations, and UPS etc. up to 50 lbs. without assistance. Our Employee Perks: Competitive Salaries. Comprehensive Health, Dental, and Vision Insurance. Retirement Savings Plan with up to 3% Company Matching. 3 Weeks of Paid Time Off Annually, plus 11 Days Off on Alberta Holidays. Certification Reimbursement. Paid Parking. We are excited about the possibility of you joining our team! If you’re passionate, driven, and ready to make a difference, we encourage you to apply for our open positions. Explore our careers page at https://yardsticktechnologies.bamboohr.com/careers to view other opportunities and find the perfect fit for your skills and aspirations.

What you’ll do

The Help Desk Manager will lead and develop a team of Tier 1 Service Desk Analysts while overseeing daily contact center operations. This role involves monitoring KPIs, managing ticket queues, and ensuring high-quality customer service through coaching and performance management.

Requirements

Candidates must have at least 5 years of experience in IT support or service desk operations with proven leadership and supervisory skills. Strong communication, organizational abilities, and a valid driver's license are required to manage team performance and customer engagements.

Benefits

• Competitive Salaries
• Comprehensive Health Insurance
• Dental Insurance
• Vision Insurance
• Retirement Savings Plan
• Company Matching
• Paid Time Off
• Certification Reimbursement
• Paid Parking

Listed skills

• Time management · Preferred
• Customer service · Preferred
• Quality assurance · Preferred
• Leadership · Preferred
• Data analysis · Preferred
• Communication · Preferred
• Coaching · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Leadership
• Team Management
• Customer Service
• IT Support
• Service Desk Operations
• Performance Management
• Coaching
• Mentoring
• Conflict Resolution
• Communication
• Time Management
• Organizational Skills
• Ticketing Platforms
• Data Analysis
• Quality Assurance
• Operational Effectiveness
• Good Driving Record
• Lifting Ability
• Time Off Management
• Talent Recruitment
• Project Implementation
• Valid Driver's License
• Microsoft Excel
• Auditing
• Management
• Call Center Experience
• Cloud Computing
• Consulting
• Training And Development
• Disaster Recovery
• Employee Performance Management
• Help Desk Support
• Interpersonal Communications
• Key Performance Indicators (KPIs)
• Mentorship
• Employee Onboarding
• Operations
• Outsourcing
• Performance Review
• Relationship Building
• Service Level Objectives
• Service Management
• Scheduling
• Process Improvement
• Prioritization
• Detail Oriented

Job areas

• Technology
• Management & Leadership
• Customer Service & Support
• Consulting
• Help Desk Manager
• Technical Support Manager / Supervisor
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists