Company Description APS Talent LLC is a US-based IT staffing and recruitment company that helps organizations build high-performing technology teams through specialized talent solutions. The firm focuses on contract staffing, direct hire, recruitment process outsourcing (RPO), IT consulting, and global talent services. Its experienced recruiters support a wide range of technology areas, including cloud, AI, data engineering, software development, cybersecurity, ERP, Salesforce, and IT infrastructure. APS Talent emphasizes fast delivery of qualified professionals, transparent communication, and long-term client partnerships to support both workforce scaling and individual career growth. The company is committed to providing quality, speed, and reliability in every engagement. Role Description The Information Technology Help Desk Manager is a full-time remote role responsible for leading and overseeing the IT help desk function that supports internal teams and external clients. This role manages help desk staff, assigns and prioritizes tickets, and ensures timely resolution of incidents and service requests. The manager develops and maintains help desk procedures, documentation, and service level agreements, and monitors performance metrics to improve service quality and efficiency. Day-to-day responsibilities include coaching and mentoring team members, handling escalated technical issues, coordinating with other IT groups, and collaborating with leadership to align support operations with organizational goals. The role also involves contributing to process improvements, tool selection, and best practices to enhance the overall support experience. Qualifications
Demonstrated experience managing IT help desk or service desk teams, including ticket assignment, escalation management, and performance monitoring.
Strong technical support background across common enterprise systems, networks, hardware, software, and cloud-based tools.
Proficiency with IT service management (ITSM) platforms, incident management workflows, and reporting dashboards.
Solid understanding of ITIL principles or similar service management frameworks, with the ability to apply them in daily operations.
Excellent communication and interpersonal skills, with the ability to guide team members, collaborate with stakeholders, and provide clear updates to clients.
Experience developing and maintaining knowledge bases, support scripts, and standard operating procedures for help desk environments.
Ability to work effectively in a remote setting, prioritize multiple demands, and make sound decisions under time pressure.
Prior experience in IT staffing, consulting, or a service-focused environment is beneficial.
Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
Relevant certifications (such as CompTIA A+, Network+, ITIL Foundation, or HDI certifications) are a plus.