Help Desk Manager (Remote - US)

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Help Desk Manager in the United States.

We are seeking a dynamic Help Desk Manager to lead and develop a high-performing technical support team. This role is fully remote or office-based and focuses on delivering exceptional IT support across desktop, network, and SaaS/cloud applications. You will drive process improvements, oversee day-to-day operations, and leverage analytics to proactively resolve recurring issues. By partnering with IT, business, and leadership teams, you will align support initiatives with organizational goals and enhance employee productivity. The ideal candidate will create a culture of accountability, curiosity, and inclusion while ensuring service delivery meets industry-leading standards for a fast-growing fintech environment.

Accountabilities

• Lead, mentor, and develop the Help Desk team to foster accountability, growth, and customer-centric service.
• Oversee daily IT support operations, ensuring timely ticket resolution, SLA compliance, and balanced workloads.
• Analyze support metrics, feedback, and trends to drive process improvements and prevent recurring issues.
• Develop and track key performance indicators to measure team effectiveness and optimize service delivery.
• Collaborate cross-functionally with IT, security, engineering, and business units to align support with organizational priorities.
• Lead adoption of new tools, SaaS applications, and change management initiatives while maintaining operational excellence.
• Promote inclusive leadership, build trust, and ensure team members thrive in a collaborative environment.

• 5–8 years of Help Desk experience, with 1–3 years in a leadership or management role.
• Proven ability to manage technical support teams in fast-paced, high-growth, or SaaS environments.
• Experience developing objectives, executing key metrics, and driving continuous service improvement.
• Strong data-driven problem-solving and analytical skills to inform operational decisions.
• Technical expertise supporting desktop, network, and cloud applications, including platforms such as Okta, Google Workspace, Slack, JIRA, Confluence, Salesforce, or Zoom.
• Experience managing support operations at scale, including cross-functional collaboration and change management.
• Excellent communication, coaching, and interpersonal skills with the ability to motivate and develop a team.
• Desired: experience delivering onboarding/training programs and familiarity with ITIL or service management frameworks.

• Base salary range: $112,100—$134,600 USD (Draper, UT).
• Eligibility for bonus and equity plans.
• 100% paid medical, dental, and vision insurance (HMO, PPO, or HDHP options).
• Life insurance and long/short-term disability coverage.
• Flexible spending (FSA) and health savings accounts (HSA).
• 11+ paid holidays, wellness days, and flexible time off.
• Employee Assistance Program (EAP).
• Employee Stock Purchase Program with discounts.
• Wellness, fitness, recognition, and referral programs.
• Supportive, inclusive, and collaborative work environment with opportunities for growth.

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.

When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.
🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements.
📊 It compares your profile to the job’s core requirements and past success factors to determine your match score.
🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role.
🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.

The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role. Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team.

Thank you for your interest!

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