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Help Desk Manager


As the Help Desk Manager you will be responsible for leading the support team on a wide range of technologies including desktop hardware, software applications, and networking devices.

Job Responsibilities:

  • Provide management support to L1 team to ensure courteous, timely and effective resolution of end user issues
  • Ongoing development, training, coaching and annual performance reviews of  Support team
  • Serve as a subject matter expert, escalation point and advocate
  • Assist with or create new policy/procedure as required to adjust to business needs or changes
  • Oversite of store IT hardware installation and break/fix activities including inventory management, logistics and project coordination


  • Bachelor’s Degree or equivalent experience
  • Prior Leadership or management experience
  • 5+ years of experience working with Microsoft Office Suite products , HP Server, Laptop/Desktop hardware, ServiceNOW, Active Directory,  Windows Server 2012, RMM tools,  wireless networks
  • ITIL, HDI or similar certifications preferred