Job Description
Join Our Team as a Helpdesk Operations Manager!
Workplace by Direct is seeking a driven and experienced Helpdesk Operations Manager to join our team in Sioux Falls, SD. The Helpdesk Operations Manager will oversee our IT support operations—ensuring exceptional service delivery, driving continuous improvement, and leading a high-performing team that supports the entire organization. This role is essential to maintaining efficient, scalable, and people-centered IT service experiences.
About Direct Companies
Direct Companies, along with Workplace by Direct, is a business technology solutions firm providing objective, professional information technology consulting services to small and mid-sized businesses. We are a team-oriented workplace that values trust, teamwork, financial success, and excellence. Our team of dedicated professionals works tirelessly to provide our clients with personalized technology and business solutions that meet their unique needs and exceed expectations.
At Direct Companies, we believe in fostering a culture of collaboration, creativity, and continuous learning. We invest in our employees by providing opportunities for growth and development, as well as competitive compensation and benefits packages. We are committed to supporting our local community and giving back through charitable initiatives and volunteer work.
If you are looking to join a company that values excellence, teamwork, and making a positive impact, Direct Companies is the place for you.
Key Responsibilities:
Ensure 95%+ SLA adherence for all inbound support requests
Maintain adequate team coverage through proactive scheduling and resource planning
Reduce ticket backlog through queue management and effective escalation handling
Monitor and optimize Help Desk operations through process improvements and support model enhancements
Identify high-impact service processes each quarter and lead full-cycle improvements
Maintain, update, and promote the use of SOPs, knowledge bases, and technical documentation
Lead automation and tool optimization initiatives to streamline team workflows
Conduct performance reviews and career development planning for IT support staff
Design and manage onboarding, training, and knowledge transfer for new tools and hires
Oversee Tier 3 and complex escalations, ensuring timely resolution and documentation of root causes
Provide mentorship and development opportunities for Tier 2 team members
Collaborate with business units, project leads, and service managers to align IT support with business goals
Represent the Help Desk in cross-functional initiatives, including InfoSec, compliance, and infrastructure upgrades
Qualifications:
Bachelor’s degree in Information Technology, Computer Science, or a related field
5+ years of experience in IT support or help desk leadership roles
Proven success managing SLAs, service metrics, escalations, and team operations
Strong understanding of IT service delivery systems, automation tools, and best practices
Excellent leadership, communication, and coaching skills
Hands-on experience with technical troubleshooting and process documentation
Familiarity with ITIL frameworks and service improvement methodologies is a plus
If you're a strategic, people-focused IT leader who thrives in a fast-paced environment and is passionate about elevating service delivery, we’d love to hear from you!
General Benefits Offering:
At Direct Companies, we believe great work deserves great rewards. Our team members enjoy a comprehensive benefits package that includes:
Competitive compensation
Health, dental, and vision insurance
401(k) retirement plan with company match
Paid time off (PTO) and paid holidays
Life and disability insurance
Professional development opportunities