IT Helpdesk Manager
Entech
Date: 15 hours ago
City: Bradenton, FL
Contract type: Full time
Description
Full-Time
Exempt
Position Summary
The Service Manager (IT Helpdesk Manager) leads the Service Desk team to deliver an exceptional support experience to our partners. This role is responsible for team performance, operational excellence, and customer satisfaction. The manager ensures consistent and timely resolution of technical issues, promotes team development, and maintains alignment with Entech’s service delivery standards and core values.
Essential Roles & Responsibilities
Entech is a growing Managed IT Support Services company with over 27 years of enabling people to do what matters. We value integrity, teamwork, and strong relationships with employees, clients, and the community. Join our family for growth opportunities, a fun environment, and a passion for technology. With offices in Fort Myers, Naples, and Bradenton, we look forward to your application!
Education
Free Employee Medical Insurance
Additional Employer Paid Medical Options
Fully Vested 401(k) Match
Flexible Time Off (an unlimited amount of paid time off days)
Free $10,000 Life Insurance Policy
Six Paid Holidays – PLUS Black Friday!
Flexible Schedule Options
Fun Employee Events – Yearly Culture Building Events
Options available for dental, vision, accident, hospital, short term disability, long term disability, Identity theft protection and additional life insurance.
Entech is an Equal Opportunity Employer. Entech participates in E-verify for all employees.
This position requires the passing of a level 2 background check as well as a pre-employment drug screening. A valid driver’s license is required for this position.
Full-Time
Exempt
Position Summary
The Service Manager (IT Helpdesk Manager) leads the Service Desk team to deliver an exceptional support experience to our partners. This role is responsible for team performance, operational excellence, and customer satisfaction. The manager ensures consistent and timely resolution of technical issues, promotes team development, and maintains alignment with Entech’s service delivery standards and core values.
Essential Roles & Responsibilities
- Team Leadership & Development
- Operational Excellence
- Incident & Problem Management
- Performance Reporting & Analysis
- Administrative Oversight
Entech is a growing Managed IT Support Services company with over 27 years of enabling people to do what matters. We value integrity, teamwork, and strong relationships with employees, clients, and the community. Join our family for growth opportunities, a fun environment, and a passion for technology. With offices in Fort Myers, Naples, and Bradenton, we look forward to your application!
Education
- Bachelor’s degree in information technology, Computer Science, Business Administration, or other related field preferred.
- At least 5 years of experience directly managing a Technical Support or Service Desk team required.
- Manage, coach, and mentor a team of service desk technicians to maintain high performance and morale.
- Conduct regular 1-on-1s, performance reviews, and career development planning.
- Build and maintain engineer growth plans to ensure the right skills and staffing levels.
- Oversee hiring, onboarding, and training of new team members.
- Monitor and ensure timely and high-quality resolution of service requests and incidents.
- Identify and implement process improvements to enhance service delivery.
- Ensure compliance with SLA targets, customer satisfaction metrics, and billable labor efficiency.
- Oversee incident and problem management processes, ensuring prompt escalation and resolution.
- Ensure root cause analysis is conducted and recurring issues are addressed proactively.
- Track and analyze service desk performance using KPIs such as SLA compliance, client satisfaction, labor efficiency, and W2 contribution.
- Present insights and recommendations for continuous improvement.
- Approve team timecards, manage schedules, and ensure appropriate resource coverage.
- Support compliance with HIPAA, security policies, and company standards.
- Ensure team readiness through technical and vendor-specific training.
- Perform other duties as assigned to support department and company goals.
- Strong leadership and coaching skills with a passion for developing others.
- Proven ability to manage client relationships and deliver outstanding customer service.
- Proficient with Microsoft Office Applications
- Excellent verbal and written communication skills.
- Excellent interpersonal, negotiation, and conflict resolution skills.
- Excellent organizational skills and attention to detail.
- Excellent time management skills with a proven ability to meet deadlines.
- Strong analytical and problem-solving skills.
- Ability to prioritize tasks and to delegate them when appropriate.
- Ability to act with integrity, professionalism, and confidentiality
- CompTIA+ Security preferred.
- ITIL Foundations preferred.
- CompTIA Project+ preferred.
- Valid Florida Driver’s License required.
Free Employee Medical Insurance
Additional Employer Paid Medical Options
Fully Vested 401(k) Match
Flexible Time Off (an unlimited amount of paid time off days)
Free $10,000 Life Insurance Policy
Six Paid Holidays – PLUS Black Friday!
Flexible Schedule Options
Fun Employee Events – Yearly Culture Building Events
Options available for dental, vision, accident, hospital, short term disability, long term disability, Identity theft protection and additional life insurance.
Entech is an Equal Opportunity Employer. Entech participates in E-verify for all employees.
This position requires the passing of a level 2 background check as well as a pre-employment drug screening. A valid driver’s license is required for this position.
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