Help Desk Manager
capitalrx • Denver, Colorado, United States
Posted: February 23, 2026
Job Description
Location: Denver, CO (Hybrid)
Position Summary:
The Help Desk Manager leads the Denver IT team responsible for resolving technical issues, ensuring timely and high‑quality service delivery to end users. They oversee daily operations, implement support best practices, and drive continuous improvement to enhance user satisfaction and system reliability.
Position Responsibilities:
- Train and mentor Help Desk 1 and 2 personnel
- Partner with IT Director to perform personnel management tasks for Help Desk staff
- Work as an escalation resource for Help Desk 1 and 2 personnel
- Drive customer problem resolution via systemic solutions (MDM, scripting, etc.)
- Assist in promptly responding to user requests via ticketing system/phone calls/IM
- Assist HD staff and end-users with access/system issues
- Interface with internal partner teams to help drive best practices and compliance
- Manage user systems via MDM Software
- Write and update documentation for user reference
- Help build and establish procedures for the Helpdesk team
- Participate in a Help Desk OnCall schedule (tentatively will be one week/month. However, may be more to start.)
Required Qualifications:
- 4+ Years of experience in a Help Desk role (preferably in a medium or larger company.)
- A customer-oriented approach to problem resolution
- Experience supporting Mac hardware/OSX in a Help Desk environment
- Experience supporting remote users in a distributed environment
- Experience with Jira Service desk or a similar ticketing system
- Experience with Office 365 suite
- Experience with MDM
- 1-2 year experience in a supervisory or management role
- Ability to lift 30 lbs. regularly and up to 50 lbs. occasionally
Additional Content
Location: Denver, CO (Hybrid)
Position Summary:
The Help Desk Manager leads the Denver IT team responsible for resolving technical issues, ensuring timely and high‑quality service delivery to end users. They oversee daily operations, implement support best practices, and drive continuous improvement to enhance user satisfaction and system reliability.
Position Responsibilities:
- Train and mentor Help Desk 1 and 2 personnel
- Partner with IT Director to perform personnel management tasks for Help Desk staff
- Work as an escalation resource for Help Desk 1 and 2 personnel
- Drive customer problem resolution via systemic solutions (MDM, scripting, etc.)
- Assist in promptly responding to user requests via ticketing system/phone calls/IM
- Assist HD staff and end-users with access/system issues
- Interface with internal partner teams to help drive best practices and compliance
- Manage user systems via MDM Software
- Write and update documentation for user reference
- Help build and establish procedures for the Helpdesk team
- Participate in a Help Desk OnCall schedule (tentatively will be one week/month. However, may be more to start.)
Required Qualifications:
- 4+ Years of experience in a Help Desk role (preferably in a medium or larger company.)
- A customer-oriented approach to problem resolution
- Experience supporting Mac hardware/OSX in a Help Desk environment
- Experience supporting remote users in a distributed environment
- Experience with Jira Service desk or a similar ticketing system
- Experience with Office 365 suite
- Experience with MDM
- 1-2 year experience in a supervisory or management role
- Ability to lift 30 lbs. regularly and up to 50 lbs. occasionally