Description Position SummaryThe 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. The position collaborates closely with Infrastructure and Security & Microsoft Platforms teams to deliver integrated, efficient resolution of incidents and requests. This role serves as the owner of IT Service Management (ITSM) processes, including incident, request, and knowledge management, and is accountable for end-to-end user experience across IT services.
Position Duties/Responsibilities Primary Responsibilities:
- Own end-user support services as a formal service, including strategy, roadmap, standards, and continuous maturation of service delivery capabilities aligned to business and IT priorities.
- Own and manage IT Service Management (ITSM) processes, including incident management, request fulfillment, knowledge management, and service catalog governance, ensuring consistency and continuous improvement.
- Own the measurement and continuous improvement of end-user experience, including user feedback programs, adoption metrics, and service perception.
- Define, track, and report on SLAs, KPIs, and service metrics aligned to IT and business objectives.
- Lead day-to-day support operations, managing service performance through SLAs, KPIs, trends, and user feedback to ensure timely resolution and high customer satisfaction.
- Lead end-user communication and readiness for system changes, outages, and new service deployments.
- Oversee and optimize support platforms, including ticketing systems, knowledge management, and self-service capabilities to improve efficiency and reduce demand.
- Partner with Infrastructure and Security & Microsoft Platforms teams to coordinate escalations and facilitate resolution, while maintaining ownership of ticket lifecycle, communication, and user impact management.
- Lead user enablement, communication, and training initiatives to improve technology adoption and reduce support demand.
- Manage vendor relationships, staffing models, and support-related resources while contributing to operational planning, budgeting, and service forecasting.
- Serve as the incident coordinator for major incidents, managing communication, ticket orchestration, and stakeholder updates, while partnering with technical teams for resolution.
- Act as a hands-on, working manager by stepping in to support ticket resolution, troubleshooting, and user support during high-volume periods and critical incidents to maintain service levels and team effectiveness.
- Operate as a service owner within defined domain responsibilities, ensuring accountability for service performance, reliability, user experience, and continuous improvement.
- Participate in enterprise change management processes, ensuring coordination, communication, and risk management across all IT changes.
- Collaborate across IT teams while maintaining clear ownership boundaries to ensure efficient and accountable service delivery.
Supervisory Responsibilities:
- Direct supervision of technical staff.
- Ensure team adherence to ITSM processes, standard operating procedures, and service quality standards.
- Lead, coach, and develop team members, establishing performance expectations, metrics, and accountability while driving continuous improvement.
- Manage workloads, staffing, and resource allocation to ensure effective coverage and support for operational and escalated needs.
- Partner with Infrastructure and Security & Microsoft Platforms leadership to align support models, escalation processes, and service level expectations.
Position Requirements Required:
- 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.
Preferred:
- Relevant IT certifications, such as CompTIA A+, Network+, Security+, ITIL, or Microsoft.
Knowledge, Skills, And AbilitiesThe requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Strong understanding of IT service delivery, including underlying end-user technologies and the analytical ability to evaluate performance trends, identify issues, and drive continuous improvement.
- Strong understanding of IT Service Management (ITSM) frameworks such as ITIL, including incident, request, and knowledge management processes.
- Ability to lead support teams as a hands-on, working manager, combining leadership and technical capability to step in during high-volume periods and critical incidents to support troubleshooting, ticket resolution, and escalation handling while maintaining service levels and a strong customer-focused culture.
- Ability to lead incident coordination during major outages, ensuring timely communication and alignment across technical teams.
- Strong collaboration and communication skills to work effectively with IT teams, users, and leadership.
- Ability to prioritize workload, balance operational demands with improvement initiatives, and make sound support decisions.
- Broad understanding of enterprise systems and their impact on user experience and support demand.
- Ability to handle sensitive user, operational, and system information appropriately
Other Requirements of Position- Works under limited supervision. Independently determines the approach to take and the methods to use. Interprets policy in terms of objectives. Informs manager of unusual situations with far reaching implications.
- Major responsibilities do typically require a modest amount of creativity and latitude. Employee typically operates under general instructions with some established procedures and policies.
- Frequently communicates with departmental & divisional co-workers, management, outside vendors, etc.
- Required to communicate and establish a cooperative, working relationship to ensure customer and employee satisfaction.
- Independent decisions involving routine matters of organizational and time management issues are made daily. An error in judgment or procedure could impact cost factors involving time issues. Some financial impact could result from invoices, including cost and profit but it is unlikely that any error would go undetected by the supervisor, especially through the processing of paperwork.
- Maintains equipment and supplies to avoid waste, damage to areas and equipment, and to prevent accidents.
The duties and responsibilities outlined in this posting are not exhaustive and may evolve based on business needs.
