Help Desk Manager

The Help Desk Manager is responsible for leading a multi-company IT support organization that provides responsive, consistent, and high-quality end-user support across multiple business units and affiliated companies. This role oversees help desk operations, service delivery, support staff performance, escalation management, and support process discipline while ensuring the team operates within enterprise standards and supports a growing, multi-entity environment. The Help Desk Manager will build structure, accountability, and consistency across the support function and serve as the operational owner for ticket quality, service levels, knowledge management, support procedures, and end-user experience.

Responsibilities and Duties
Help Desk Leadership

Lead daily help desk operations across a multi-company support environment
Manage support staff, team leads, and workload distribution
Ensure timely, professional, and effective resolution of end-user issues
Maintain accountability for service quality, responsiveness, and user experience
Provide leadership, coaching, and performance management to the support team

Service Delivery & Escalation Management

Oversee ticket queues, prioritization, and escalation handling
Ensure incidents and requests are triaged, routed, and resolved appropriately
Establish and maintain service level expectations and operational discipline
Identify recurring issues and drive follow-up with operations, systems, or engineering teams
Serve as an escalation point for high-impact or sensitive support issues

Process, Documentation, and Knowledge Management

Establish and enforce support processes, procedures, and quality standards
Maintain knowledge base content, support documentation, SOPs, and end-user support materials
Ensure ticket documentation and resolution notes are complete and usable
Promote standardization across support workflows, onboarding, offboarding, and common service requests
Ensure support processes align with operational compliance and audit expectations

Multi-Company Support Coordination

Coordinate support delivery across multiple companies, business units, and user groups
Ensure support staff understand differences in business processes, systems, and support requirements where applicable
Help create a consistent enterprise support model while accommodating legitimate business-specific needs
Support onboarding of newly acquired or newly integrated teams into the shared support structure

Staffing, Scheduling, and Team Development

Manage staffing levels, scheduling, coverage, and workload balancing
Identify skill gaps and training needs across the help desk team
Develop staff into stronger technical and leadership roles where appropriate
Build a culture of accountability, responsiveness, professionalism, and customer service
Support career pathing and organizational maturity within the support team

Metrics, Reporting, and Continuous Improvement

Track and report on key service desk metrics including ticket volume, response times, resolution times, backlog, SLA performance, and escalation trends
Identify operational issues and recommend improvements to staffing, workflow, tools, or training
Drive continuous improvement in support quality, service efficiency, and end-user satisfaction
Partner with IT leadership to improve support readiness, reduce friction, and enhance service maturity

Operational Readiness & Compliance

Ensure support procedures align with enterprise policies, security requirements, access controls, and operational standards
Maintain documentation and process evidence needed for audit, compliance, and operational review
Ensure onboarding, offboarding, access requests, device handling, and support workflows are performed consistently and appropriately
Support operational readiness during acquisitions, transitions, office changes, and major IT initiatives
Complete all other duties as assigned by manager
Represent the company professionally in all interactions with customers and home buyers
Adhere to company safety standards and help promote a safe working environment
Adhere to and promote the Mission, Vision, and Values of Stanley Martin

Position Standards

Strong people management and coaching ability
Strong customer service orientation and escalation judgment
Strong organizational and process discipline
Ability to manage competing priorities in a fast-paced support environment
Strong written and verbal communication skills
Ability to work effectively across technical teams, business teams, and leadership
Strong reporting and follow-up skills
Working knowledge of help desk systems, ticketing tools, and support workflows

Position Requirements

5+ years of progressive IT support or service desk experience
2+ years of leadership experience managing help desk or end-user support teams
Experience leading support in a multi-site, multi-business-unit, or multi-company environment
Experience managing ticket queues, escalations, SLAs, and support metrics
Experience developing support processes, documentation, and team standards
Strong background in end-user support, workstation support, account/access support, and general business application support
Associate’s or bachelor’s degree in information technology, business, or related field, or equivalent experience preferred
Experience supporting Microsoft-based enterprise environments preferred
Experience leading team leads or layered support teams preferred
Experience with multi-company or acquisition-related support integration preferred
Experience with ITIL-style service management practices preferred
Familiarity with asset management, onboarding/offboarding, and operational compliance requirements preferred