I’m helping eskatech find a top candidate to join their team full-time for the role of Help Desk Ticket Manager .

You will lead general IT operations and elevate service standards through expert team mentorship.

Compensation:

USD 1K - 1.5K/month.

Location:

Remote (specific timezones) - GMT-08:00 to GMT-02:00.

Mission of eskatech:

"We know security, we've been leveraging technology to offer amazing managed services for over 15 years. We take great pride in our work, as if every installation was for our own business using our own hard earned money. We are deeply passionate about everything we do and it shows."

What makes you a strong candidate:

- You are proficient in Trouble ticket management, Help desk management.
- English
- Fully fluent.

Responsibilities and more:

Position Summary

- We are seeking an experienced IT Help Desk Manager with strong technical, leadership, and client-service skills to join our growing team.
- This remote position combines hands-on technical support with responsibility for managing help desk operations, technician performance, ticket quality, resource allocation, and continuous 24/7 support coverage.
- The ideal candidate has experience working in a managed service provider environment, coordinating remote and field technicians, managing IT projects, and communicating directly with clients.
- This individual will ensure that support tickets are properly prioritized, assigned, documented, escalated, and resolved in accordance with established procedures and service expectations.
- Professional fluency in spoken and written English is required.

Help Desk Management
- Manage daily help desk operations and ticket queues.
- Ensure tickets are acknowledged, prioritized, assigned, escalated, and resolved promptly.
- Review ticket volume, technician availability, client impact, and service priorities throughout the day.
- Identify aging, stalled, reopened, overdue, misrouted, and unassigned tickets and ensure corrective action is taken.
- Reassign tickets and adjust resources as service demands change.
- Ensure critical and high-priority issues receive immediate attention and appropriate escalation.
- Monitor ticket response and resolution times against established service-level expectations.
- Serve as the primary escalation point for complex, urgent, or sensitive client issues.

Ticket Quality and Process Compliance:
- Perform regular spot checks of open and closed support tickets.
- Verify that technicians follow established troubleshooting, documentation, communication, escalation, and closure procedures.
- Ensure ticket notes clearly describe the reported issue, troubleshooting performed, actions taken, client communications, and final resolution.
- Confirm that ticket categories, priorities, statuses, assignments, time entries, and resolution codes are accurate.
- Provide technicians with coaching and corrective guidance when documentation or process requirements are not met.
- Track recurring quality concerns and recommend process, training, or system improvements.

24/7 Coverage and Resource Coordination:
- Develop and maintain staffing, shift, backup,



and on-call plans that support help desk operations 24 hours a day, seven days a week.
- Coordinate coverage for overnight shifts, weekends, holidays, planned leave, absences, and periods of increased demand.
- Monitor workloads across technicians and shifts to ensure tickets are distributed appropriately.
- Coordinate clear handoffs between shifts, including ticket ownership, outstanding issues, risks, and required next steps.
- Mobilize additional resources during major incidents, service interruptions, or unexpected increases in ticket volume.
- Maintain current after-hours escalation procedures and contact lists.
- Coordinate internal resources, field technicians, vendors, and third-party providers as needed.

Technical Support
- Provide advanced technical support to clients by telephone, email, and remote-support sessions.
- Perform remote installation, configuration, maintenance, and troubleshooting of computers, laptops, printers, network equipment, and related peripherals.
- Troubleshoot hardware, software, network-connectivity, access, security, and performance issues.
- Configure and support Microsoft Windows, Microsoft 365, Active Directory, Cisco Meraki, routers, switches, wireless equipment, and related technologies.
- Assist field technicians who are working at client locations by providing instructions, remote diagnostics, technical guidance, and escalation support.
- Personally handle complex incidents when additional expertise is required.
- Ensure technical solutions follow company standards and cybersecurity best practices.

Team Leadership
- Supervise, coach, and support help desk technicians.
- Establish clear expectations for ticket ownership, productivity, documentation, customer service, professional conduct, and communication.
- Conduct regular team meetings, coaching sessions, ticket reviews, and performance discussions.
- Identify training needs and help technicians strengthen their technical and client-service skills.
- Promote accountability, teamwork, constructive communication, and consistent service across all shifts.
- Address performance or process concerns promptly and document required improvement actions.

Client and Project Coordination
- Communicate clearly and professionally with clients regarding technical issues, priorities, status, and resolution.
- Build strong client relationships and help ensure a seamless technical-support experience.
- Coordinate IT projects, deployments, upgrades, and installations.
- Define responsibilities, schedules, deliverables, technical requirements, and client expectations.
- Work with technical teams, field personnel, vendors, and clients to keep projects on schedule.
- Provide pre-sales and post-sales technical support when needed.





Documentation and Reporting
- Track, document, and escalate issues through the company’s ticketing system.
- Maintain help desk procedures, escalation standards, quality-review checklists, technical documentation, and knowledge-base articles.
- Monitor and report on ticket volume, response time, resolution time, backlog, reopen rates, escalations, process compliance, and customer satisfaction.
- Analyze support trends to identify recurring problems, resource needs, training opportunities, and service improvements.
- Provide regular operational updates and recommendations to company leadership.

Required Qualifications
- At least five years of IT support, help desk, or field-service experience.
- Previous experience supervising, leading, or coordinating technical-support personnel.
- Demonstrated experience managing help desk queues, ticket priorities, escalations, and service expectations.
- Strong knowledge of Microsoft Windows operating systems, Microsoft 365, Active Directory, Cisco Meraki, and networking concepts.
- Experience configuring and troubleshooting computers, printers, routers, switches, wireless networks, and related equipment.
- Excellent troubleshooting, problem-solving, organizational, and decision-making skills.
- Ability to manage multiple priorities and work independently in a fast-paced remote environment.
- Strong leadership and client-relationship skills.
- Professional fluency in spoken and written English.
- Ability to communicate technical information clearly to both technical and nontechnical audiences.
- Reliable internet connectivity and a work environment suitable for remote technical support.

Preferred Qualifications
- Experience working for a managed service provider.
- Familiarity with remote monitoring and management and professional services automation platforms.
- CompTIA, Microsoft, Cisco, ITIL, or related certifications.
- Knowledge of cloud services, backup systems, cybersecurity practices, identity management, and endpoint protection.
- Experience coordinating IT projects and field-service activities.
- Previous experience providing pre-sales or post-sales technical support.

Performance Expectations
- Reliable 24/7 help desk coverage.
- Timely ticket acknowledgment, prioritization, assignment, escalation, and resolution.
- Compliance with ticket documentation and support procedures.
- Achievement of established service-level targets.
- Reduction in aging, stalled, reopened, overdue, and unassigned tickets.
- Effective workload distribution and shift handoffs.
- Quality and consistency of technician coaching.
- Client satisfaction and professional handling of escalations.
- Accurate reporting and continued improvement of help desk operations.

Schedule and Availability
- This position is responsible for ensuring continuous 24/7 help desk coverage through effective scheduling, resource allocation, backup coverage, and escalation management.
- Occasional availability outside normal working hours may be required for critical incidents, staffing emergencies, or escalations.

Your potential leaders:

- Ken Frommert

📌 Help Desk Ticket Manager (Argentina)
🏢 Torre AI
📍 Argentina