Help Desk Manager

{
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  "source_hash": "aec83f7bb491741fd72b336f12ce4cf022d6ec3f90901274c35e1ee085efa2c2",
  "last_changed_at": "2026-05-31T17:46:27.310Z",
  "active_status": "active"
}

{
  "language": "en",
  "location": {
    "raw": "Online River LLC, Los Angeles, California",
    "city": "Los Angeles",
    "region": "CA",
    "country": "United States",
    "is_remote": true,
    "confidence": 0.8
  },
  "salary_max": 34,
  "salary_min": 26,
  "inferred_at": "2026-06-06T11:15:59.727Z",
  "launch_scope": {
    "reason": "english_us_canada",
    "included": true,
    "language": "en",
    "location": {
      "raw": "Online River LLC, Los Angeles, California",
      "city": "Los Angeles",
      "region": "CA",
      "country": "United States",
      "is_remote": true,
      "confidence": 0.8
    },
    "countries": [
      "United States"
    ]
  },
  "remote_policy": "remote",
  "salary_period": "hour",
  "workplace_type": "remote",
  "salary_currency": "USD"
}

{}

{
  "id": "221456",
  "job": {
    "id": "239123",
    "division": {
      "id": "6002",
      "name": "Online River"
    },
    "department": {
      "id": "43996",
      "name": "Technical"
    },
    "requisition_id": "",
    "structure_custom_group_one": null
  },
  "url": "https://onlineriver.pinpointhq.com/en/postings/f3b97f71-2bf4-4e28-a174-d7eeaf8756d0",
  "path": "/en/postings/f3b97f71-2bf4-4e28-a174-d7eeaf8756d0",
  "title": "Help Desk Manager",
  "benefits": "<div><!--block--><strong>Medical Insurance</strong><br>The coverage begins for the employee the on the first of the month following the first full 30 days of full-time employment for employees and their eligible dependents<br>Cost to the employee to participate in the plan varies by the coverage selection and the number of dependents; and may be subject to collective bargaining agreement<br>The employee may also elect to opt out of the County's medical insurance if proof of coverage is provided<br>Under this arrangement, the employee is provided with an annual opt out payment.<br><strong><br>Vision and Prescription</strong><br>The coverage begins for the employee on the first of the month following the first full 30 days of full-time employment for employees and their eligible dependents<br>Contributions may vary, subject to collective bargaining agreement.<br><strong><br>Dental Coverage</strong><br>The coverage begins for the employee on the first of the month following the first full 30 days of full-time employment for employees and their eligible dependents<br>Contributions may vary, subject to collective bargaining agreement. &nbsp;</div>",
  "location": {
    "id": "38286",
    "city": "Los Angeles",
    "name": "Online River LLC",
    "province": "California",
    "postal_code": ""
  },
  "deadline_at": null,
  "description": "<div><!--block-->&nbsp;We are seeking a highly organized and customer-focused Help Desk Manager to lead and oversee our IT support team. The Help Desk Manager will be responsible for ensuring efficient and effective resolution of technical issues for end-users, managing support requests, and improving the overall IT service experience. The ideal candidate will possess strong leadership skills, in-depth technical knowledge, and a commitment to providing excellent customer service.&nbsp;</div>",
  "compensation": "$26.00 - $34.00 / hour",
  "reporting_to": null,
  "workplace_type": "remote",
  "benefits_header": "Benefits",
  "employment_type": "part_time",
  "workplace_type_text": "Fully remote",
  "compensation_maximum": 34,
  "compensation_minimum": 26,
  "compensation_visible": true,
  "employment_type_text": "Part Time",
  "key_responsibilities": "<ul><li><!--block--><strong>Manage Help Desk Team</strong>: Lead a team of IT support professionals, providing guidance, training, and performance management to ensure they meet service standards and resolve issues effectively.</li><li><!--block--><strong>Prioritize Support Requests</strong>: Oversee the intake and prioritization of help desk tickets, ensuring that high-priority issues are addressed quickly and efficiently.</li><li><!--block--><strong>Monitor Performance</strong>: Track key performance metrics (KPIs) such as ticket resolution times, user satisfaction, and adherence to service level agreements (SLAs).</li><li><!--block--><strong>Implement Best Practices</strong>: Develop and implement help desk processes, policies, and best practices to improve the efficiency and effectiveness of the support team.</li><li><!--block--><strong>Escalate Issues</strong>: Handle escalations of complex technical issues, coordinating with other departments or external vendors to ensure swift resolution.</li><li><!--block--><strong>Customer Service Excellence</strong>: Foster a culture of excellent customer service, ensuring that support staff maintain professional communication and a user-centric approach to problem-solving.</li><li><!--block--><strong>Resource Management</strong>: Allocate resources effectively, including scheduling shifts, distributing workloads, and ensuring appropriate staffing levels.</li><li><!--block--><strong>Technology and Tools</strong>: Oversee the deployment and management of help desk tools and technologies, ensuring they are up-to-date and optimized for performance.</li><li><!--block--><strong>Training and Development</strong>: Provide ongoing training and development opportunities to help desk staff to improve their skills and stay current with new technologies and support strategies.</li><li><!--block--><strong>Reporting</strong>: Prepare and deliver regular reports on help desk performance, issues trends, and areas for improvement to senior management.</li></ul>",
  "compensation_currency": "USD",
  "compensation_frequency": "hour",
  "skills_knowledge_expertise": "<ul><li><!--block-->Proven experience as a Help Desk Manager or in a similar IT support leadership role.</li><li><!--block-->Strong technical knowledge of computer systems, networks, and related hardware/software.</li><li><!--block-->Exceptional customer service and communication skills.</li><li><!--block-->Experience with help desk software and ticketing systems.</li><li><!--block-->Strong problem-solving abilities and the ability to handle high-pressure situations.</li><li><!--block-->Ability to lead, mentor, and develop a team of IT professionals.</li></ul>",
  "key_responsibilities_header": "Key Responsibilities",
  "skills_knowledge_expertise_header": "Skills, Knowledge and Expertise"
}