AI Summary
Saga Marketing seeks an experienced IT Help Desk Manager to lead and scale a fully remote help desk team, oversee day-to-day support operations, and develop and maintain a searchable knowledge base.
Key Highlights
Lead and scale a fully remote help desk team
Oversee day-to-day support operations
Develop and maintain a searchable knowledge base
Technical Skills Required
Benefits & Perks
Remote-first, US-based role with flexible scheduling
Growth-focused environment with training and professional development support
Job Description
Primary title: IT Help Desk Manager
About The Opportunity
A fast-paced digital marketing and advertising services provider operating remotely across the United States. We deliver client-facing technology solutions and managed services to marketing teams, and we need an experienced IT Help Desk leader to own support operations, elevate SLAs, and scale a distributed support organization.
Role & Responsibilities
- Lead and scale a fully remote help desk team: recruit, coach, set KPIs, and run regular 1:1s and performance reviews.
- Own day-to-day support operations: oversee incident triage, escalation paths, SLA adherence, and shift coverage for US time zones.
- Manage ticketing platforms and automations: configure workflows, routing rules, SLAs, and integrations across ServiceNow / Zendesk / Jira Service Management.
- Develop and maintain a searchable knowledge base and run training programs to reduce repeat incidents and time-to-resolution.
- Build reporting and observability: produce dashboards and actionable metrics (MTTR, CSAT, ticket volume, backlog) to drive continuous improvement.
- Partner with IT, Security, HR, and external vendors for onboarding/offboarding, escalations, change rollouts, and vendor SLAs.
Must-Have (technical skills & certifications)
- ServiceNow
- Zendesk
- Jira Service Management
- ITIL
- Microsoft 365
- Active Directory
- Proven track record managing remote IT support teams with strong SLA ownership and operational discipline.
- Hands-on experience designing support flows, escalation matrices, and knowledge-base driven support programs.
- Analytical approach to reporting and process improvement; comfortable building dashboards and presenting to senior stakeholders.
- ITIL certification
- Microsoft Intune or other MDM experience
- Experience with RMM platforms (ConnectWise, Datto) or prior work in a digital agency environment
- Remote-first, US-based role with flexible scheduling to support work–life balance.
- Growth-focused environment with training and professional development support.
- Collaborative cross-functional teams and opportunity to shape support operations at scale.
Skills: management,it help desk,active directory,zendesk,itil,servicenow