We are looking for an experienced Help Desk Manager to lead end-user support and create a high-quality technology experience for employees in Portland, Maine. This contract-to-permanent position will oversee service desk operations, guide support staff, and strengthen processes that improve responsiveness, communication, and user satisfaction. The role is ideal for someone who combines technical depth with strong leadership and a service-oriented approach in a fast-moving, detail-oriented environment.

Responsibilities:

• Direct day-to-day support operations by coordinating ticket flow, setting priorities, managing escalations, and ensuring timely follow-through with users.
• Track service performance through response targets, operational metrics, and reporting that supports consistent and measurable support delivery.
• Act as the senior point of contact for urgent or complex technical problems, driving resolution for issues with broad business impact.
• Lead and mentor help desk personnel while fostering a detail-oriented, user-centered support culture focused on accountability and service quality.
• Manage external support partners and vendors to confirm expectations are met and support outcomes align with organizational standards.
• Create and refine support documentation, knowledge materials, and standard procedures to improve consistency and team efficiency.
• Support a broad range of technologies including Microsoft 365, Windows devices, mobile tools, remote access solutions, collaboration platforms, conferencing systems, multifunction devices, and key business applications.
• Review ticket patterns and user feedback to identify recurring issues, recommend improvements, and increase overall technology adoption through training and communication.
• Work with application owners and technical stakeholders on software rollouts, upgrades, testing, issue escalation, and post-implementation support, including platforms such as iManage where applicable.