Help Desk Manager

IT Help Desk Manager

The IT Help Desk Manager leads CPM's global IT Help Desk organization, ensuring exceptional customer service, operational excellence, and continuous improvement of IT support services. This position oversees daily Service Desk operations, develops Help Desk personnel, manages service performance, and ensures Service Level Agreements (SLAs) are achieved. This is a full-time, on-site leadership position based in Waterloo, Iowa. The successful candidate provides direct leadership and coaching to the Help Desk team while partnering with Infrastructure, Applications, Information Security, Human Resources, and business leadership. The role supports employees across North America, Europe, Asia, and other global locations.

Leadership

• Lead, coach, and develop the global IT Help Desk team.
• Conduct one-on-one meetings, coaching sessions, and annual performance evaluations.
• Establish goals and professional development plans.
• Manage staffing, scheduling, workload balancing, vacation planning, and team coverage.
• Develop, maintain, and administer the Help Desk on-call rotation, ensuring equitable after-hours coverage.
• Interview, hire, onboard, and train Help Desk employees.
• Develop annual departmental goals, operating metrics, and continuous improvement initiatives aligned with the IT strategic plan.

Service Desk Operations

• Manage daily operations within ServiceDesk Plus.
• Monitor ticket queues and workload distribution.
• Coordinate after-hours support and maintain the on-call schedule.
• Ensure timely escalations to Infrastructure, Applications, Information Security, and vendors.
• Develop and maintain Help Desk procedures, workflows, and knowledge articles.
• Ensure support requests are resolved in accordance with established service levels.

Service Level Management

• Own and improve SLA compliance, first response time, resolution time, first contact resolution, backlog, aging tickets, reopened tickets, technician productivity, and customer satisfaction.
• Review performance regularly and implement corrective actions.

Reporting & Analytics

• Prepare weekly and monthly KPI dashboards and operational reports for IT leadership.
• Present trends, recommendations, and improvement initiatives.

Customer Experience

• Deliver exceptional customer service.
• Manage escalated issues through resolution.
• Support executive and VIP users when required.

Continuous Improvement

• Identify recurring issues and permanent solutions.
• Improve self-service capabilities and knowledge management.
• Identify automation opportunities to reduce ticket volume.
• Promote ITIL best practices.

Cybersecurity & Compliance

• Ensure Help Desk staff follow cybersecurity policies.
• Support internal and external audits.
• Partner with Information Security to maintain compliance.

Asset & Endpoint Management

• Support computer lifecycle management, hardware deployments, Windows upgrades, imaging, mobile device support, inventory accuracy, and endpoint lifecycle planning.

Vendor Management

• Coordinate with hardware, software, telecommunications, and managed service providers.

Required Qualifications

• Minimum 10 years of progressive IT Help Desk or Service Desk experience.
• Minimum 2 years of experience managing or supervising an IT Help Desk or Service Desk team.
• Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
• Equivalent military education, technical training, and relevant military leadership or information technology experience will be considered in lieu of some or all formal education requirements.
• Experience managing enterprise IT support operations.
• Strong understanding of IT service management principles (ITIL preferred).
• Experience with ITSM platforms (ServiceDesk Plus preferred).
• Strong Microsoft 365, Windows, Active Directory, and endpoint management knowledge.
• Excellent leadership, communication, organizational, and problem-solving skills.

Preferred Qualifications

• ITIL Foundation Certification.
• Microsoft and CompTIA certifications.
• Experience supporting manufacturing environments.
• Experience leading Help Desk operations across multiple locations or global organizations.
• Experience with Power BI, Microsoft Intune, SmartDeploy, or similar technologies.

Technical Skills

• Windows 10/11, Microsoft 365, Active Directory/Entra ID, ServiceDesk Plus, Intune, SmartDeploy, PowerShell, SharePoint, Microsoft Teams, VPN technologies, endpoint security solutions, and remote support tools.

What Success Looks Like – First 90 Days

• Build relationships with staff and IT leadership.
• Evaluate current support processes and establish KPI reporting.
• Improve documentation and knowledge articles.
• Implement an effective on-call rotation process.
• Present a 12-month operational improvement roadmap.

CPM values diverse educational and professional backgrounds. Relevant military education, technical training, certifications, and leadership experience are valued and will be considered alongside traditional academic and civilian experience when evaluating qualified candidates.

CPM Acquisition Corp. is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. CPM Acquisition Corp. offers competitive compensation and benefits, including paid holidays and vacations, 401k, medical/dental insurance, tuition assistance, and more.