Helpdesk Support Manager

ABOUT LINXUP, LLC

If you are looking for “the right opportunity” with a fast-growing company, with great people, doing great work, look no further. Linxup offers products and solutions that help thousands of field service fleets solve real business problems. If you’re looking for an opportunity to help make a difference for small businesses, you’re in the right place. Linxup helps businesses get more out of the vehicles, equipment, tools, and workers in the field through its robust, easy to use tracking and dash cam solutions. Linxup delivers class-leading reliability, flexibility, and live, US-based onboarding, support, and coaching to ensure customers get the most out of their investment. That’s why more than 30,000 businesses trust Linxup to help them improve the safety, security, productivity, and efficiency of every vehicle, asset, tool, and worker in the field. Founded in 2004 and based in St. Louis, MO, Linxup serves customers in a wide range of industries, including field service, construction, trucking, transportation, and other enterprises that rely on mobile workers and equipment to get the job done.

ABOUT THE POSITION

The Helpdesk Support Manager will handle both internal and external customers. They will lead a team of Helpdesk Associates and Analysts with the primary focus on ensuring customers’ calls, chats, and emails are addressed within service level expectations. As the conduit between senior management and staff, this manager is responsible for managing the day to day and will spend time delegating tasks, negotiating workloads, assessing performance, and reporting on developments. The Helpdesk Support Manager will also play a key role in shaping and executing the overall customer support strategy, ensuring service excellence, operational efficiency, and a consistently positive customer experience.

ESSENTIAL FUNCTIONS – RESPONSIBILITIES:

• Contribute to the development and execution of the overall customer support strategy, aligning helpdesk operations with business objectives
• Analyze performance metrics and customer feedback to inform strategic improvements and drive continuous optimization
• Collaborate with cross-functional leaders to help build integrated support solutions that enhance the overall customer experience
• Contribute to the developing and refining support policies, procedures, and service standards to strengthen operational consistency
• Lead initiatives that improve efficiency, reduce resolution times, and elevate customer satisfaction
• Foster a culture of continuous improvement, accountability, and customer-centric thinking within the support team
• Oversee daily phone and case activity to maintain balanced workloads and ensure timely response and resolution
• Compile and analyze daily, weekly and monthly operational reports to track performance and identify trends
• Conduct monthly one on one meetings with each agent on the team to provide feedback on their performance and productivity
• Coach, inspire and develop team members to achieve high performance and deliver exceptional customer service
• Partner with leadership on high-impact projects
• Serve as the POC for all technical content (CE Library, website, guides, etc.)
• Other duties as assigned

QUALIFICATIONS

• 2-3 years of demonstrated leadership experience
• High school diploma required; college degree preferred
• Excellent verbal and written communication skills, with a strong focus on customer service
• Solid understanding of basic computer operations and strong technical aptitude, including experience troubleshooting technical issues
• Proficient in Microsoft Word, Excel and Gmail (or similar productivity tools)
• Quick learner with the ability to adapt to changing priorities and think conceptually
• Highly organized and exceptional attention to detail
• Strong work ethic, self-motivated, and able to manage multiple tasks effectively
• Advanced problem-solving and analytical skills

WORK ENVIRONMENT

• The hours of this position are Monday through Friday from 8:00AM to 5:00PM
• Fast-paced environment with opportunities for growth and reward
• The company promotes work/life balance to achieve maximum performance professionally and personally
• Hybrid or on-site environment with active engagement with teams

COMPENSATION AND BENEFITS

• We value hard work and on-the-job-excellence and offer competitive compensation and benefits packages:
• Position offers a Base Salary plus Bonus
• Medical, Dental, Vision, Life and 401(k) benefits are offered
• Flexible Time Off (FTO)