Why Housecall Pro?

Help us build solutions that build better lives. At Housecall Pro, we show up to work every day to make a difference for real people: the home service professionals that support America’s 100 million homes. We’re all about the Pro, and dedicate our days to helping them streamline operations, scale their businesses, and—ultimately—save time so they can be with their families and live well. We care deeply about our customers and foster a culture where our company, employees, and Pros grow and succeed together. Leadership is as focused on growing team members’ careers as they expect their teams to be on creating solutions for Pros. We also offer:

• A generous benefits program that supports the whole you with medical, dental, vision, life, disability, and 401(k)
• Paid holidays and flexible, take-it-as-you-need-it paid time off
• Equity in a rapidly growing startup backed by top-tier VCs
• Monthly tech reimbursements
• A culture built on innovation that values big ideas, no matter where they come from

This is a Denver-based position that requires working in office up to 5 days per week.

Role Overview

As a Manager, IT Operations, you oversee the daily operations of our IT helpdesk, ensuring that our employees receive timely and effective technical support. You are responsible for managing the helpdesk team, prioritizing tasks, and developing strategies to improve service quality and efficiency. In this role, you provide leadership and direction to the helpdesk staff, fostering a culture of collaboration, continuous learning, and customer service excellence. You also work closely with other IT leaders to align helpdesk operations with broader IT initiatives and to ensure that our technology infrastructure supports the company's goals.

Our team is passionate, empathetic, hard-working, and above all else focused on improving the lives of our service professionals (our Pros). Our success is their success.

What you do each day:

• Manage the day-to-day operations of the helpdesk, ensuring efficient and effective support for all IT-related issues
• Lead and mentor the helpdesk team, providing guidance, support, and opportunities for professional development
• Develop and implement helpdesk policies, procedures, and best practices to improve service delivery
• Monitor helpdesk performance metrics, analyze trends, and identify areas for improvement
• Handle escalated support requests and work closely with IT teams to resolve complex technical issues
• Oversee the onboarding of new employees, ensuring that IT setups are completed efficiently and effectively
• Manage helpdesk staffing, including scheduling, training, and performance evaluations
• Collaborate with IT leadership to align helpdesk operations with broader IT and business goals
• Ensure the helpdesk team stays updated on the latest technologies, tools,
• and best practices
• Manage the resources allocated to the helpdesk, ensuring cost-effective operations

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field; or equivalent experience
• 5+ years of experience in IT support
• 2+ years in a leadership or management role
• Strong knowledge of IT service management (ITSM) practices and helpdesk operations
• Ability to commute to and work from the Denver office up to 5 days a week
• Proven experience with helpdesk ticketing systems, IT infrastructure, and common software applications

What will help you succeed:

• Strong problem-solving abilities and a customer-focused mindset
• Excellent communication and interpersonal skills, with the ability to work effectively with both technical and non-technical stakeholders
• Experience with budgeting and resource management in an IT environment
  
  

Founded in 2013, Housecall Pro helps home service professionals (Pros) streamline every aspect of their business. With easy-to-use tools for scheduling, dispatching, payments, and more, Housecall Pro enables Pros to save time, grow profitably, and provide best-in-class service.

Housecall Pro’s brand portfolio includes Business Coaching by Housecall Pro, a business coaching solution for home services businesses. Our brands are united by a singular mission to champion our Pros to success.

We support more than 40,000 businesses and have over 1,800 ambitious, mission-driven, genuinely fun-loving teammates across the globe. If you want to do work that impacts real people, supported by a team that will invest in you every step of the way, we’d love to hear from you

Housecall Pro celebrates diversity and we are committed to creating an inclusive environment. We are an equal opportunity employer and do not discriminate on the basis of gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. #LI-REMOTE

Location Dependent Information

This role is open to candidates and the expected salary range for this role is $100,000 - $125,000 + Equity. The specific salary for the successful candidate will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. This role is also eligible to participate in Housecall Pro’s equity plan and the following benefits: health care insurance (medical, dental, vision, disability), employee assistance program, 401(K), flexible time off, paid parental leave, tech reimbursement, and other company benefits. Housecall Pro is growing fast and we’re scaling our team to help enable and accelerate our growth.

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