The AME Group

IT Helpdesk Team Manager

The AME Group

full-time

Posted on:

Location Type: Remote

Location: Ohio • United States

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Tech Stack

CloudDNSTCP/IP

About the role

  • Maintain strong phone presence and ensure reliable squad coverage.
  • Respond to client inquiries via phone, email, and tickets with professionalism and urgency.
  • Own issues from intake through resolution, keeping clients updated throughout.
  • Troubleshoot technical issues and escalate when appropriate.
  • Document all interactions and solutions clearly in the service desk system.
  • Meet SLAs and team KPIs while driving consistent service quality.
  • Act as a resource for processes, procedures, and best practices.
  • Lead, mentor, and develop team members to reach their full potential.
  • Conduct monthly 1:1s and manage performance reviews (3-month, 6-month, annual).
  • Participate in hiring decisions and handle coaching or disciplinary actions when needed.
  • Manage schedules, time-off requests, and after-hours/on-call rotations.
  • Encourage knowledge sharing and support training of new team members.
  • Promote a solution-focused, collaborative team culture.
  • Monitor service desk trends, ticket patterns, and recurring issues.
  • Review customer satisfaction metrics and implement improvements.
  • Identify opportunities to streamline processes and increase efficiency.
  • Prioritize tasks effectively and manage time across competing demands.
  • Meet weekly with leadership to review performance and initiatives.
  • Represent the service desk in company-wide initiatives.
  • Support projects from planning to execution.

Requirements

  • Excellent customer service and communication skills
  • Strong ownership mindset and sense of urgency
  • Ability to translate technical concepts for non-technical users
  • Collaborative approach with strong decision-making and problem-solving skills
  • Comfort analyzing data to identify trends and improvements
  • Commitment to continuous learning and staying current with industry best practices.
  • 3+ years in hands-on IT support (SysAdmin, Tier 2/3), or 2+ years leading technical teams in an MSP or enterprise environment.
  • Associate’s or Bachelor’s in IT, Computer Science, or related field.
  • CompTIA A+/Network+/Security+, CCNA, Microsoft certifications.
  • Experience with PSA/RMM platforms and IT documentation systems.
  • Technical Knowledge: AD, Microsoft 365, TCP/IP, DNS, DHCP, cloud fundamentals.
  • Familiarity with ITIL processes (Incident, Problem, Change Management).
Benefits
  • Health, dental, and vision insurance
  • Company-paid training and certifications
  • Opportunity for ongoing development and leadership growth
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
IT supportSysAdminTier 2 supportTier 3 supportADMicrosoft 365TCP/IPDNSDHCPcloud fundamentals
Soft Skills
customer servicecommunicationownership mindsetsense of urgencydecision-makingproblem-solvingcollaborationtime managementmentoringperformance management
Certifications
CompTIA A+CompTIA Network+CompTIA Security+CCNAMicrosoft certifications