Helpdesk Support Manager

Job not on LinkedIn

October 24

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

💵 $65k - $80k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

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TEAMSOS (Special Order Systems)

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B2B • Cybersecurity • Telecommunications

TEAMSOS is an IT managed services and solutions provider that helps businesses evaluate, design, implement, and manage their technology environments. The company offers the SMARTINNCloud suite — including cloud computing, productivity and communication suites, network administration, disaster recovery, co-location, VOIP and contact center support — along with high-level cybersecurity, IT infrastructure, device and inventory management, deployment and helpdesk support. TEAMSOS also provides logistics and industry-specific technology integration and compliance consulting for customers such as automotive dealerships, positioning itself as a B2B partner for enterprise IT and communications needs.

51 - 200 employees

Founded 1992

🤝 B2B

🔒 Cybersecurity

📡 Telecommunications

📋 Description

• Oversee the daily operations of the helpdesk team ensuring efficient handling of resource scheduling, help desk inquiries, client management, and escalations. • Maintain service standards, fostering client relationships, and providing direct backup support to end-users and staff. • Define KPI’s and operational metrics associated with contact centers and technical support services. • Deliver a proactive ticket management approach to anticipate potential issues, streamline workflows and handle escalations. • Work directly with clients to ensure compliance, create documentation, and establish scalable processes.

🎯 Requirements

• Minimum of 3–5 years in a technical support or help desk environment, with at least 2 years in a leadership or managerial role. • Strong experience with device management tools (e.g., Autotask, Kaseya RMM, IT Glue), Windows support (Windows 10/11), and POS systems. • Knowledge of networking devices, printers and telecommunication systems such as Cisco Voice, Data and Genesys. • Experience managing vendor and client relationships, including SLAs, escalations, and process improvements. • Excellent customer service skills, with the ability to communicate professionally and empathetically with clients and staff. • Experience in documentation, knowledgebase management, and training development.

🏖️ Benefits

• 401(k) matching • Dental insurance • Employee discount • Health insurance • Health savings account • Life insurance • Paid time off • Vision insurance