Help Desk Manager

Job Description

Job Description

We are looking for an experienced Help Desk Manager to lead a team of technical support professionals in Waterloo/Cedar Falls, Iowa market. This position is focused on people leadership, operational oversight, and service performance rather than hands-on troubleshooting. The ideal candidate will guide daily priorities, promote accountability, and ensure timely, high-quality responses across end-user support functions.

Responsibilities:

• Lead and supervise a team of 10 support employees, setting priorities, monitoring performance, and fostering a culture of accountability.

• Coordinate daily service desk operations by assigning work, balancing workloads, and ensuring ticket response expectations are met.

• Oversee support delivery across advanced end-user assistance, including escalated hardware, software, device, and connectivity issues handled by the team.

• Manage team performance related to workstation preparation, peripheral deployment, and user setup to support a productive onboarding experience.

• Ensure the team maintains reliable support for hardware validation and enterprise software installation in accordance with organizational standards.

• Direct user account administration activities, including access changes and environment provisioning within approved controls and established procedures.

• Reinforce security, privacy, and compliance expectations by ensuring support practices align with internal IT policies and licensing requirements.

• Review documentation quality and encourage the creation of clear procedures, knowledge resources, and end-user guidance materials.

• Support team participation in broader IT initiatives, including multi-site projects, assessments, and organizational expansion efforts.

• Track service metrics and reporting to evaluate responsiveness, manage expectations with internal stakeholders, and identify opportunities for improvement.

• Demonstrated experience leading help desk or service desk teams in a people-management capacity.
• Strong knowledge of service desk operations, ticketing workflows, and ITSM best practices.
• Familiarity with Active Directory, Office 365 administration, and end-user support environments.
• Ability to set clear expectations, direct workflow, and hold team members accountable for results.
• Experience using reporting tools to monitor service levels, performance trends, and support outcomes.
• Understanding of deskside support processes involving devices, peripherals, enterprise software, and user access.
• Strong communication and stakeholder management skills with the ability to manage expectations effectively.