IT Helpdesk Manager

At SSR, we're more than a leading engineering design, consulting, and planning firm-we're a team of owners committed to solving complex projects and delivering innovative solutions for facility and infrastructure challenges. With locations across the U.S. and expertise spanning diverse markets and services, our collaborative approach empowers us to build lasting partnerships with each other, our clients, and our communities.

We believe high performance and a people-first culture go hand in hand. As an owner from day one, our colleagues thrive in an environment that values accountability, celebrates achievement, and supports personal and professional growth. As owners, we take pride in our work and in each other-driving results while fostering a workplace where everyone feels seen, supported, and inspired.

Want to hear directly from our team? Visit and explore our culture on LinkedIn and Instagram.

What You'll Do

• As Helpdesk Manager, you'll lead SSR's end-user support function-driving responsive service, coaching the helpdesk team, and building scalable processes that keep colleagues productive across our multi-office environment.
• Lead the daily operation of the helpdesk, including ticket intake, prioritization, queue management, escalations, and service responsiveness across offices.
• Manage and coach helpdesk team members; set performance expectations, develop capabilities, and reinforce a high-service, ownership-minded support culture.
• Establish and refine support processes, workflows, and service standards to improve consistency, first-contact resolution, communication quality, and colleague experience.
• Monitor ticket trends, backlog, response times, and recurring issues; report on helpdesk performance and recommend operational improvements.
• Partner with the Director of IT and other IT team members to coordinate escalations, major incidents, maintenance communications, and end-user support priorities.
• Oversee workstation lifecycle activities including onboarding, offboarding, device deployment, refresh planning, software provisioning, and asset coordination.
• Maintain and improve documentation, knowledge articles, and training resources that help colleagues and support staff resolve issues efficiently.
• Evaluate helpdesk tools, support practices, and vendor performance; recommend enhancements that improve productivity, visibility, and service quality.
• Ensure support activities align with security expectations, access controls, firm policies, and standard operating procedures.
• Collaborate with office leaders and business partners to understand support needs, communicate effectively, and deliver dependable service across SSR.
• Support office relocations, expansions, and technology rollouts; ensure end-user readiness and continuity of operations.
• Perform other duties as assigned to support reliable IT operations and a positive colleague experience.

Who We're Looking For

Minimum Requirements:

• B.S. degree in Computer Science, Business Administration, or related field OR equivalent experience
• 7 years of experience working in IT Operations
• Comptia A+ / Network+ Certification

Preferred Qualifications:

• Strong knowledge of helpdesk/service desk operations, ticketing platforms, SLA management, and escalation frameworks in a multi-office environment.
• Experience leading end-user support teams and coordinating work across desktop support, systems, network, security, and vendor partners.
• Working knowledge of Microsoft 365, Windows endpoint support, identity and access workflows, device provisioning, and asset lifecycle management.
• Skill in analyzing service metrics, identifying root causes and trends, and implementing process improvements that raise service quality and efficiency.
• Clear technical writing and presentations; ability to communicate priorities, incidents, and changes effectively to both technical and non-technical stakeholders.
• Customer focus, interpersonal collaboration, coaching ability, and strong judgment to balance urgency, service quality, and business impact.

What We Offer

• 100% Employee-Owned - Ownership from day one with immediate ESOP vesting.
• Retirement Savings - 401(k) with immediate vesting and a generous company match.
• Health & Wellness - Medical, dental, and vision coverage, plus companyfunded HSA contributions for HDHP plans.
• Company-Paid Protection - Life insurance, AD&D, and short and long term disability at no cost to you.
• Work-Life Balance - Flexible schedules, paid parental leave, generous PTO, and paid company holidays.
• Career Growth - Tuition reimbursement and ongoing professional development support.

SSR is an Equal Opportunity / Affirmative Action Employer

EEO Disabled/Veterans

This job posting will remain open a minimum of 72 hours and on an ongoing basis until filled.

Recruiters or staffing agencies: SSR is not obligated to compensate any external recruiter or search firm who presents a candidate, their resume, or profile to an SSR employee without 1) a current, fully executed agreement on file and 2) being assigned to the open position via HR