Help Desk Manager

Position: Help Desk Manager

Type: Remote - must travel into Houston, TX once a quarter

Duration: Permanent

Salary: $115K + bonus

Interview Process: 3 round interview process - via MS Teams

Summary:

• Company is migrating from Zendesk to Salesforce Service Cloud
• Responsible for overseeing help desk for a Salesforce Service Cloud implementation
• Responsibilities include:
• Setting up new users in Service Cloud.
• Discussing best practices and creating training programs.
• Pulling reports and monitoring service desk activity.
• Collaborating with the product team to adjust processes if service desk calls remain high.
• Current help desk team size - 4 people.
• Fully remote but must travel into Houston, TX once a quarter.

Key Responsibilities

• Own and manage daily operations of the helpdesk, overseeing Tier 1 team members and guiding escalations through Tier 2.
• Serve as the primary owner of Salesforce Service Cloud within the Customer Success ecosystem.
• Develop and optimize workflows, case management processes, automations, and reporting.
• Provide training guidance and help facilitate onboarding for internal teams using the CSM portal.
• Maintain high standards for ticket management, customer communication, and service quality.
• Identify operational gaps and proactively recommend improvements across the support lifecycle.
• Mentor, support, and develop Tier 1 helpdesk team members, creating a strong feedback and growth culture.
• Ensure escalations are handled appropriately and efficiently.
• Collaborate with cross-functional teams (Customer Success, Product, IT, Operations) to improve customer support strategy and workflow.

Leadership & Operational Skills

• Demonstrated experience leading and developing Tier 1 or Tier 2 support staff.
• Proven ability to work independently, make decisions, and bring solutions—not problems—to leadership.
• Strong operational mindset with the ability to define, refine, and optimize support procedures.
• Experience facilitating training or developing process documentation.

Required Qualifications

• 5–7+ years of progressive leadership experience in customer support, success, or operations within a SaaS or technology environment.
• Proven experience leading a team with operational accountability across multiple support tiers.
• Demonstrated ability to foster cross-functional teamwork and lead change initiatives, including experience collaborating with Finance on AR support strategies, improving billing-related workflows.
• Track record of designing and delivering customer training programs tied to retention, onboarding, or support enablement.
• Experienced in leading data-driven, operationally disciplined, and process improvement-focused initiatives at scale.

Direct Placement Roles:Compensation:$100,000 to $115,000 per year annual salary.

Exact compensation may vary based on several factors, including skills, experience, and education.