Role OverviewThe Manager – Help Desk leads end-user support services, ensuring consistent, high-quality IT service delivery aligned to business objectives and IT strategy. This role is accountable for service performance, user satisfaction, continuous improvement, and hands-on support leadership during critical and high-demand situations.
What You Will Do
Primary responsibilities include owning end-user support services, managing IT Service Management (ITSM) processes, defining and tracking SLAs, KPIs, and service metrics, leading day-to-day support operations, and overseeing support platforms.
Why It Might Be a Fit
The ideal candidate will have a strong understanding of IT service delivery, ITSM frameworks, and the ability to lead support teams as a hands-on, working manager.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience
- At least 8 years of experience in IT help desk or technical support
- Minimum of 5 years of supervisory or managerial experience in IT help desk or technical support management
- Proficient knowledge of IT systems, networks, hardware, software, and applications
- Proficient knowledge of the Microsoft ecosystem (Teams, SharePoint, Dynamics Customer Service, Dynamics CRM)
- Proven experience in leading and developing IT help desk staff
Benefits
- Equal Employment Opportunity Employer
- Disabled and Veteran applicants welcome
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