{"id":2791635,"url":"https://alion.io/job/online-river-help-desk-manager","title":"Help Desk Manager","company":{"id":678228,"name":"Online River","domain":"onlineriver.com","url":"https://alion.io/company/onlineriver","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Pinpoint","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"part_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_company_offices","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["Los Angeles, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":26,"max":34,"currency":"USD","period":"hour","gross":null,"usd_annual":68000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-16T20:16:41Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-18T21:58:05Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"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.\nKey Responsibilities\nManage Help Desk Team: Lead a team of IT support professionals, providing guidance, training, and performance management to ensure they meet service standards and resolve issues effectively.\nPrioritize Support Requests: Oversee the intake and prioritization of help desk tickets, ensuring that high-priority issues are addressed quickly and efficiently.\n Monitor Performance: Track key performance metrics (KPIs) such as ticket resolution times, user satisfaction, and adherence to service level agreements (SLAs).\nImplement Best Practices: Develop and implement help desk processes, policies, and best practices to improve the efficiency and effectiveness of the support team.\nEscalate Issues: Handle escalations of complex technical issues, coordinating with other departments or external vendors to ensure swift resolution.\nCustomer Service Excellence: Foster a culture of excellent customer service, ensuring that support staff maintain professional communication and a user-centric approach to problem-solving.\nResource Management: Allocate resources effectively, including scheduling shifts, distributing workloads, and ensuring appropriate staffing levels.\nTechnology and Tools: Oversee the deployment and management of help desk tools and technologies, ensuring they are up-to-date and optimized for performance.\nTraining and Development: Provide ongoing training and development opportunities to help desk staff to improve their skills and stay current with new technologies and support strategies.\nReporting: Prepare and deliver regular reports on help desk performance, issues trends, and areas for improvement to senior management.\nSkills, Knowledge and Expertise\nProven experience as a Help Desk Manager or in a similar IT support leadership role.\nStrong technical knowledge of computer systems, networks, and related hardware/software.\nExceptional customer service and communication skills.\nExperience with help desk software and ticketing systems.\nStrong problem-solving abilities and the ability to handle high-pressure situations.\nAbility to lead, mentor, and develop a team of IT professionals.\nBenefits\nMedical Insurance\nThe 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\nCost 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\nThe employee may also elect to opt out of the County's medical insurance if proof of coverage is provided\nUnder this arrangement, the employee is provided with an annual opt out payment.\n\nVision and Prescription\nThe 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\nContributions may vary, subject to collective bargaining agreement.\n\nDental Coverage\nThe 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\nContributions may vary, subject to collective bargaining agreement.","description_format":"text","description_chars":3648,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Health insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Commerce","Gift Cards & Loyalty Programs","Ticketing"],"lifecycle":[{"event":"open","at":"2026-10-17T20:16:41Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":2,"expected_fill_days":38,"reasons":["conf:1","win:early"],"computed_at":"2026-10-18T23:33:45Z"},"pay":{"stated_usd_annual":68000,"is_top_pay":false},"html_url":"https://alion.io/job/online-river-help-desk-manager","json_url":"https://alion.io/job/online-river-help-desk-manager.json","meta":{"generated_at":"2026-10-18T23:33:45Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":26104,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-19T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":678228},"rest":"https://alion.io/mcp/rest/get_company?id=678228"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fonline-river-help-desk-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fonline-river-help-desk-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fonline-river-help-desk-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/online-river-help-desk-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fonline-river-help-desk-manager"}]}