MODUS Engineering ยท 5 days ago
Help desk management
United States
Full-time
Remote
Senior Level
$20/hr - $50/hrMODUS Engineering is a fast-growing firm in the Technology / IT Services & Managed Support sector, and they are seeking an experienced IT Help Desk Manager to lead operations and improve customer experience. The role involves managing a remote help desk team, optimizing incident management processes, and collaborating with various teams to enhance service delivery.
ConsultingProduct Design
Responsibilities
Lead and scale a distributed, remote help desk team supporting U.S. customers: manage staffing, scheduling, on-call rotations, and capacity planning
Own incident and request management processes: define SLAs, triage and prioritize queues, drive escalations, and ensure timely, auditable resolutions
Implement and optimize ticketing and workflow automation in ServiceNow/Zendesk/Jira Service Management; maintain runbooks and a searchable knowledge base
Define, track, and report performance metrics (CSAT, SLA adherence, MTTR, volume trends); translate data into action plans and coach engineers to improve outcomes
Collaborate with engineering, security, and product teams to remediate recurring incidents, coordinate change-management communications, and lead post-incident reviews
Recruit, onboard, and mentor remote support engineers; establish best-practice playbooks, training programs, and continuous-improvement rhythms
Qualification
Required
ServiceNow
Zendesk
Jira Service Management
Microsoft 365 Administration
Active Directory
ITIL Foundation
Proven track record leading remote help desk operations supporting U.S.-based customers and meeting SLA/CSAT targets
Strong analytical approach to operational metrics, process improvement, and incident root-cause analysis
Excellent documentation and change-control discipline for runbooks, KB articles, and support playbooks
Preferred
Experience with remote support tools (TeamViewer, AnyDesk)
Familiarity with cloud SaaS support (Salesforce, Google Workspace)
Experience using reporting/BI tools for operational dashboards (Power BI, Tableau)
Benefits
Remote-first U.S. role with flexible hours to support distributed teams and customer windows.
Focus on career growth: leadership coaching, technical upskilling, and cross-functional exposure.
Collaborative, metrics-driven culture that rewards operational excellence and customer focus.
Company
MODUS Engineering
MODUS Engineering is an engineering company offering system design and structural engineering services.
Founded in 1963
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase