Help Desk Manager at Bill.com

Draper, Utah, United States -

Full Time

Start Date

Immediate

Expiry Date

29 Dec, 25

Salary

134600.0

Posted On

30 Sep, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Help Desk Management, Customer Support, Data Analysis, Team Leadership, Process Improvement, Technical Support, SaaS Applications, Cross-Functional Collaboration, Change Management, Communication Skills, Coaching Skills, Operational Excellence, IT Best Practices, Onboarding Programs, ITIL Framework, Fintech Knowledge

Industry

Software Development

Description

Innovate with purpose At BILL, we believe in empowering the businesses that drive our economy. By replacing outdated financial processes with innovative tools, we help businesses—from startups to established brands—make smarter decisions and gain control of their operations. And we don’t stop there: we’re creating the future of financial automation so businesses can spend more time on what matters. Working here means you become part of a vision-driven team that’s ready to tackle challenges and build cutting-edge solutions. We value purpose, drive, and curiosity—and we thrive in a fast-paced, ever-changing environment. Whether in one of our offices in San Jose, CA, Draper, UT, or working remotely, BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks. BILL builds high performing teams and we seek to hire the best talent for every role. We're committed to building a workplace that fosters inclusion and diverse perspectives, valuing each person’s unique skills and experiences. We’d love to hear from you—you might be just what we’re looking for, whether in this role or another. ✨ Let’s give businesses more time for what matters. Make your impact within a rapidly growing Fintech Company Join BILL as a Help Desk Manager and empower employees at all levels by leading IT support that enhances and streamlines our ways of working and collaboration. You'll design and implement customer-centric support systems, drive data-driven process innovation, and develop a team of specialists who provide reliable, empathetic, and high-quality technology assistance across the business. You’ll champion operational excellence by monitoring and evolving support systems, using analytics to proactively address recurring challenges, and owning onboarding and ongoing capability-building for the team. In this cross-functional role, you’ll work closely with IT, business, and company leaders, aligning support initiatives with organizational goals, anticipating technology needs, and ensuring our service delivery meets—and sets—industry standards for a fintech of BILL’s caliber. You’ll help shape a culture that values curiosity, diversity, and accountability, ensuring our Help Desk evolves alongside BILL’s rapid growth and dynamic challenges. Responsibilities: Lead and mentor the Help Desk team, creating a culture of accountability, growth, and customer focus Oversee daily operational support, ensuring prompt, high-quality ticket resolution, workload balance, and SLAs are consistently met or exceeded Analyze and act on support data and customer feedback to drive process enhancements and proactively address systemic issues Develop, track, and report on key performance metrics to optimize team effectiveness and service delivery Collaborate cross-functionally with IT, Infosec, Engineering, and business units to align Help Desk operations with company priorities and advance IT best practices Champion inclusive leadership and equitable practices, building trust and fostering an environment where all team members contribute and thrive Partner on new tools, SaaS applications, rollouts and change management, ensuring the team adapts to evolving fintech workflow We’d love to chat if you have: Minimum 5-8 years of Help Desk experience with 1-3 years in a leadership or management position Demonstrated experience managing technical support/help desk teams in a fast-paced, high-growth or SaaS environment Proven ability to develop team objectives, execute on key metrics, and drive continuous service improvement Data-driven problem-solving skills and a track record of using analytics for operational decision-making Experience supporting a range of desktop, network, and SaaS/cloud applications, with exposure to platforms such as Okta, Google Workspace, Slack, JIRA, Confluence, Salesforce, or Zoom Experience balancing priorities and managing support operations at scale, including cross-functional collaboration and change management Strong communication and coaching skills, with the ability to create inclusive, motivating team dynamics Desired Qualifications: Experience delivering and scaling onboarding/capability-building or training programs Familiarity with ITIL or similar service management frameworks, and awareness of fintech or regulated industry requirements The estimated base salary range for this role is noted below for our office location in Draper, UT. Additionally, this role is eligible to participate in BILL’s bonus and equity plan. Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed above. The role is also eligible for a competitive benefits package that includes: medical, dental, vision, life and disability insurance, 401(k) retirement plan, flexible spending & health savings account, paid holidays, paid time off, and other company benefits. Draper UT pay range $112,100—$134,600 USD What’s in it for you? Redefining how businesses automate their work is a fast-paced, exciting, and fun environment. But we also have benefits and perks to ensure the magic isn’t only experienced by our customers, but by our employees as well. Here is a preview of some of the amazing benefits here at BILL: 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP) HSA & FSA accounts Life Insurance, Long & Short-term disability coverage Employee Assistance Program (EAP) 11+ Observed holidays and wellness days and flexible time off Employee Stock Purchase Program with employee discounts Wellness & Fitness initiatives Employee recognition and referral programs And much more Don’t believe us? Check out our culture, benefits, and teams on our career site, LinkedIn Life, or YouTube pages. BILL is an Equal Opportunity Employer. We believe our best ideas come from the unique stories, perspectives, and experiences of our team members. We welcome people of all backgrounds, abilities, and identities to bring their authentic selves and contribute to our culture. We are committed to a transparent, inclusive hiring process that reflects our values. If you need accommodations at any stage, please contact interviewaccommodations@hq.bill.com. Our Applicant Privacy Notice describes how BILL treats the personal information it receives from applicants.

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Responsibilities

Lead and mentor the Help Desk team to ensure high-quality ticket resolution and operational support. Collaborate with various departments to align Help Desk operations with company priorities and enhance service delivery.