Helpdesk Manager

#LI-remote

Location: Salt Lake City, UT (Hybrid as business needs require)

Position Summary

The Help Desk Manager is responsible for leading Waterford.org's IT Service Desk operations, ensuring exceptional technical support for employees while continuously improving service delivery, operational efficiency, and customer satisfaction. This role provides leadership for the Help Desk team, establishes service management best practices, develops team members, and partners closely with other IT functions to ensure reliable technology services that support Waterford's mission of delivering high-quality educational experiences.

The ideal candidate is an experienced people leader who combines strong technical knowledge with outstanding communication, coaching, and process improvement skills. This individual is passionate about creating a customer-first support culture while leveraging automation, documentation, and analytics to improve service quality.

Key Responsibilities

Service Desk Leadership

• Lead, mentor, and develop the Help Desk team through coaching, performance management, and career development.
• Foster a positive, collaborative, and customer-focused support culture.
• Manage daily service desk operations, ensuring timely resolution of incidents and service requests.
• Monitor workloads and staffing to maintain service levels and operational efficiency.
• Conduct regular one-on-one meetings, performance evaluations, and professional development planning.
• Ensure outstanding customer service for all employees and stakeholders.
• Drive continuous improvement of service quality and end-user satisfaction.
• Manage escalated technical issues and facilitate resolution across IT teams.
• Establish and monitor Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Analyze trends to identify recurring issues and implement long-term solutions.
• Develop and maintain IT service management processes following industry best practices.
• Create and maintain knowledge base articles, technical documentation, and user guides.
• Identify opportunities for automation to reduce repetitive work and improve response times.
• Standardize support procedures to improve consistency and efficiency.
• Participate in change management and operational readiness for new technology deployments.

Technical Operations

• Oversee support for Windows, macOS, mobile devices, Google Workspace, Microsoft 365, Azure Active Directory, Intune, conferencing technologies, and enterprise applications.
• Coordinate endpoint provisioning, lifecycle management, and asset tracking.
• Ensure software deployment, patching, and device management processes are followed.
• Partner with Infrastructure, Security, and Development teams on cross-functional initiatives.
• Assist during major incidents and coordinate communication with stakeholders.

Security & Compliance

• Ensure Help Desk practices align with Waterford's Information Security Management System (ISMS).
• Support ISO 27001 compliance efforts and security awareness initiatives.
• Promote secure identity management, access control, and endpoint security best practices.
• Participate in audits and documentation related to IT operations and compliance.

Reporting & Metrics

• Produce regular operational reports and dashboards for IT leadership.
• Monitor ticket volume, response times, resolution metrics, customer satisfaction, and team performance.
• Use data to identify improvement opportunities and recommend operational enhancements.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Business, or a related field is preferred.
• Equivalent combinations of professional experience, technical certifications, and demonstrated leadership will be considered in lieu of a degree.
• 5+ years of progressive IT support experience.
• 2+ years leading or supervising technical support teams.
• Strong knowledge of Windows, macOS, mobile device management, and modern endpoint administration.
• Experience supporting cloud productivity platforms such as Google Workspace and Microsoft 365.
• Experience with Azure Active Directory / Microsoft Entra ID and endpoint management solutions such as Microsoft Intune.
• Familiarity with ITSM platforms and ticket management systems.
• Excellent written and verbal communication skills.
• Strong organizational, analytical, and problem-solving abilities.
• Demonstrated ability to prioritize competing demands in a fast-paced environment.
• Proven commitment to customer service excellence.

Preferred Qualifications

• Experience working within nonprofit, education, or SaaS organizations.
• Experience supporting ISO 27001 or other security compliance frameworks.
• Familiarity with Jira, Confluence, Salesforce, AWS, and cloud-based enterprise applications.
• Experience implementing service management improvements and automation.
• ITIL Foundation certification or equivalent service management experience.
• Industry certifications such as Microsoft, Google Workspace, CompTIA A+, Network+, or Security+ are a plus.

Why Join Waterford.org?

At Waterford.org, technology plays a critical role in advancing our mission to ensure every child has access to high-quality early learning experiences. As Help Desk Manager, you'll lead a talented team dedicated to delivering exceptional technology support while helping shape the future of IT services across the organization. Your leadership will directly impact the employee experience and enable the technology that supports educators, families, and children nationwide.

About Waterford.org

Waterford.org provides PreK through 2nd grade reading, math, and science programs that children can use wherever they learn. Our programs help children reach critical milestones by 3rd grade, laying the foundation for their future success. Waterford.org serves over 200,000 children across 42 states every year.

Working at Waterford.org

Waterford.org team members are located across the United States and primarily work from home. We anticipate this full-time, salaried position will pay $92,576 - $120,000 per year depending on the education, experience and skill level of the individual we hire. We also offer a phenomenal benefits package that includes fully paid primary premiums for health insurance, dental insurance, basic life insurance, and disability insurance. New hires receive a one-time HSA contribution. Retirement contributions are matched up to 5% by the organization. Plus, a generous vacation, sick, and holiday offering.

Waterford.org Employee Growth & Applications

At Waterford.org, we truly believe in the boundless potential of our team members and their continuous growth and development. We are dedicated to encouraging a culture that nurtures talent from within, which is why we prioritize internal applicants for all job postings. External candidates may experience a delay in being contacted by our Talent Acquisition team.

Equal Opportunity Employer

Waterford is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Waterford is also committed to compliance with all fair employment practices regarding citizenship and immigration status.