IT Helpdesk Manager

At SpotOn, we’re helping restaurants and small businesses compete and win with flexible payment and software technology—backed by real people who really care. From seamless point-of-sale systems to integrated restaurant management solutions, every SpotOn tool is designed to help local businesses increase profits and create better experiences for their customers and employees.  

Recently, SpotOn was:

• Named one of Fast Company’s Most Innovative Companies of 2024
• Awarded Great Places to Work and Built In’s Best Workplaces for the third year in a row
• Selected as the Best Overall Restaurant POS by NerdWallet 
• Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users

We’re committed to caring hard and moving fast so that we can continue to grow and make a positive impact together. 

That’s where you come in. 

The IT Helpdesk Manager oversees the Helpdesk team to ensure prompt and efficient IT support. This role will ensure the helpdesk team delivers high-quality technical support and customer service across the organization. They work with the Helpdesk team to ensure tickets are addressed in an accurate, timely, and quality manner. Also critical is the review of work performed to ensure accuracy and improve the quality of the Helpdesk work. They address the personnel and technical issues to ensure a productive Helpdesk team.

ESSENTIAL FUNCTIONS 

• Lead, mentor, and develop a team of helpdesk support professionals to ensure high levels of performance, engagement, and customer satisfaction.
• Manage day-to-day operations of the IT helpdesk, ensuring timely response and resolution of all incidents and service requests.
• Foster a collaborative and service-oriented culture within the IT support team.
• Monitor and manage ticket queues, ensuring compliance with Service Level Agreements (SLAs) and Objectives and Key Results (OKRs).
• Use metrics to inform business decisions, ensuring IT support strategies are data-driven and focused on delivering value to the organization.
• Lead efforts to continuously improve helpdesk processes, systems, and workflows, ensuring maximum efficiency and user satisfaction.
• Work closely with other IT teams (Infrastructure, Security, Networking) to resolve technical issues and ensure seamless IT operations across the organization.
• Promote awareness of IT services, tools, and policies within the organization to enhance user adoption and minimize technical issues.

MINIMUM QUALIFICATIONS 

• Highly organized, with the ability to manage multiple priorities in a dynamic and fast-changing environment.
• Proven ability to build processes that improve quality, accountability, and timely turnaround of helpdesk issues.
• In-depth knowledge of Okta Identity and Access Management, including user provisioning, MFA, and SSO configurations.
• Advanced knowledge of Google Workspace (Gmail, Google Drive, Google Apps, Calendar) and its administration.
• Strong expertise in desktop hardware support (Windows and MacOS), including imaging, troubleshooting, and repair.
• Hands-on experience with VoIP systems (e.g., DialPad, TalkDesk, Zoom Phone, or other VoIP platforms).
• Experience with Active Directory, network troubleshooting, and system monitoring tools.
• Expertise in IT service management (ITIL), incident management, and helpdesk tools (e.g., ServiceNow, JSM).
• Strong US English verbal and written communication skills (multi-lingual preferred)

EXPERIENCE REQUIREMENTS (Include number of years required for each experience)

• 5 years of experience in IT support or helpdesk roles, with at least 2 years in a management or supervisory position.
• 4 year with Google Workspace or similar service
• Multilingual (Spanish, Polish, or Vietnamese preferred)

EDUCATION REQUIREMENTS

• High school diploma or better
• IT certifications (e.g., CompTIA A+, Okta Certified Administrator, Google Workspace Administrator) preferred
• ITIL v4 Foundation recommended

Why Join Us?

At SpotOn, you’ll be part of a team that values diversity, creativity, and a shared mission to help small businesses succeed. Join us to build technology that makes a difference, work with talented peers, and contribute to a culture where your ideas and impact matter.

Compensation:

• Our base pay range is $115,000 -$148,000 for this role
• Please note the salary range listed is just one component of a competitive compensation package which includes a company stock plan
• Offers will be reflective of the candidate’s location and experience.

SpotOn is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.

SpotOn is an e-verify company.