LHH is currently partnering with a local company in Portland to help them find their next IT Help Desk Manager. This person will be responsible for the overall performance, quality, and efficiency of the Managed Services help desk function. This role leads day‑to‑day service delivery across multiple client environments, ensuring adherence to Service Level Agreements (SLAs), consistent customer experience, and continuous operational improvement. The Help Desk Manager oversees technical staff, manages escalations, maintains service processes, and serves as a key point of contact for internal stakeholders and client partners.

Key Responsibilities

• Lead day‑to‑day help desk operations across multiple managed services clients, ensuring SLA and KPI compliance

• Monitor ticket queues, service trends, and workload distribution to maintain performance standards

• Act as the primary escalation point for high‑severity, client‑impacting incidents

• Coordinate incident resolution across internal teams, vendors, and third‑party providers

• Manage, mentor, and develop Tier 1–3 help desk technicians, including scheduling and coverage

• Conduct performance reviews, coaching, onboarding, and ongoing technical training

• Serve as the operational liaison for clients, including service reviews and escalation communications

• Own and enforce ITIL‑aligned service management processes and documentation standards

• Oversee service desk tools, reporting, and continuous improvement initiatives

• Provide operational insights and metrics to support renewals, service growth, and staffing decisions

Required Qualifications

• 5+ years of experience in IT support or service desk environments

• 2+ years of experience in a supervisory or management role

• Prior experience in a Managed Services Provider (MSP) environment strongly preferred

• Strong understanding of IT service management principles and SLA‑driven support

• Demonstrated ability to manage multiple priorities across diverse client environments

• Excellent communication, leadership, and customer service skills

• Knowledgeable across systems, networking, software, licenses, security, and strategic leadership.

• Experience with ITSM platforms (e.g., ServiceNow, ConnectWise, Jira Service Management)

• Adept across Microsoft 365, Active Directory/Entra ID, endpoint management, NOC, networking fundamentals

• ITIL Foundation, CompTIA certifications are highly preferred

Equal Opportunity Employer/Veterans/Disabled

Military connected talent encouraged to apply

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