Senior Help Desk Manager / Hybrid / Dallas

We are looking for a Help Desk Manager based in Dallas, TX to support a fast-growing, multi-location organization. This hybrid role requires being onsite Mondays, Thursdays, and one additional day of your choice. You’ll lead a 12-person help desk team across CST/EST time zones, modernize workflows, and strengthen service delivery for internal users and field teams.
This position offers the chance to reshape an already fast paced help desk environment by implementing better structure, updated processes, and consistent performance standards. You’ll help guide the team through a transition to a new enterprise ticketing system, collaborate directly with leadership, and play a major role in improving response times, onboarding practices, and escalation handling. If developing KPIs, coaching hourly employees, and elevating service operations excites you, this is a role with real impact and visibility.

Required Skills & Experience

• Bachelor’s degree (required)
• Three or more years managing a help desk team
• Five or more years troubleshooting hardware and software issues
• Experience leading hybrid and remote employees
• Strong leadership, coaching, and communication abilities
• Ability to use ticketing data to drive process improvements
• Experience managing hourly employees (contract or internal)
• Comfort working with internal teams and senior stakeholders
• Ability to work onsite in Dallas three days per week (Mon & Thu required)

Desired Skills & Experience

• Experience migrating to a new ticketing or ITSM system
• Experience supporting fast-paced or multi-site environments
• Experience handling weekend or on-call escalations
• Broader IT background beyond help desk support

What You Will Be Doing
Tech Breakdown

• 30% ConnectWise / Ticketing Systems
• 20% Windows OS Troubleshooting
• 15% ITSM & Config Management
• 15% KPI Tracking & Performance Analysis
• 10% Escalation Handling
• 10% Hybrid/Remote Workforce Leadership

Daily Responsibilities

• 100% Hands On

The Offer

• Bonus OR Commission eligible

You will receive the following benefits:

• Medical, Dental, and Vision Insurance
• Vacation Time
• Stock Options

Applicants must be currently authorized to work in the US on a full-time basis now and in the future.