SAGA Marketing · 1 day ago
Help desk manager
United States
Full-time
Remote
Mid, Senior Level
$35/hr - $40/hrSAGA Marketing is a fast-paced digital marketing and advertising services provider operating remotely across the United States. They are seeking an experienced IT Help Desk leader to own support operations, elevate SLAs, and scale a distributed support organization.
Design
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
Qualification
Required
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
Preferred
ITIL certification
Microsoft Intune or other MDM experience
Experience with RMM platforms (ConnectWise, Datto) or prior work in a digital agency environment
Benefits
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.
Company
SAGA Marketing
A full service agency.
Founded in 1972
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase