Help Desk Manager

The Help Desk Manager is responsible for overseeing the daily operations of the company’s 24 hours a day, 7 days a week (24/7) Help Desk, ensuring timely and effective technical support for all employees across all shifts. This role manages a team of Help Desk Technicians, establishes service standards, monitors performance metrics, and implements process improvements to optimize end-user support and system reliability.

Bosselman has many benefits to offer you that you will not find anywhere else like:

• Paid vacation
• 401K and matching contributions
• Health, dental and vision insurance
• Short and long term disability insurance
• Life insurance
• A clearly defined path for growth
• On-demand pay with PayActiv (access to earned but not yet paid wages)
• And much more!

Bosselman offers on-demand pay (access to earned but not yet paid wages) through:

• Supervises and leads the Helpdesk team to ensure consistent coverage and high-quality support across all shifts, including nights, weekends, and holidays.
• Creates and maintains individual training and career development plans for team members.
• Oversees daily ticket management to ensure prompt, high-quality technical support for hardware, software, and network issues in a 24/7 environment, ensuring each ticket remains actively managed by the assigned helpdesk technician until resolution.
• Establishes, monitors, and reports on key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction.
• Develops and maintains helpdesk procedures, documentation, and knowledge base articles to support consistent service delivery.
• Collaborates with IT leadership to plan and implements system upgrades, patches, and improvements with minimal downtime.
• Manages hardware/software inventory and coordinate asset lifecycle management.
• Ensures compliance with company IT policies, cybersecurity standards, and data privacy regulations.
• Serves as an escalation point for complex technical or customer service issues, providing after-hours support as needed.
• Communicates outages, incidents, and emergency IT events to the organization in a timely and professional manner.
• Evaluates and recommends tools, technologies, equipment (including hardware and software), and IT policies, as well as process enhancements, to improve overall IT operations and support around-the-clock service.
• Provides support for Point of Sale (POS) systems at all company locations, ensuring system availability and troubleshooting issues as they arise.
• Manages the ongoing maintenance and proper functioning of desktops and printers across the organization.
• Develops and executes strategic plans for desktops and printers to ensure they meet current operational needs and future technology requirements.
• Assists with planning, coordination, and execution of PC hardware and software upgrades to ensure systems remain up-to-date and fully functional.
• Oversees the helpdesk budget and monitors expenditures to ensure cost-effective operations while maintaining high-quality support.
• Develops and manages requests for proposals (RFPs), vendor bids, statements of work, and related documentation to support IT projects and initiatives.
• Provides expert guidance on the incident management system, reviewing proposed modifications and coordinating with external vendors or support teams to apply improvements, updates, and system enhancements.
• Provides friendly and competent customer service.
• Reports for work in a timely manner when scheduled.

Additional Job Duties:

• Provides “ownership” of problems through final resolution.
• Complies with all department and company policies.
• Enforces all company software and hardware standards.
• Maintains confidentiality; ensuring information is handled discreetly and data protected.
• Other duties as assigned.

Supervisory Responsibilities:

• This position supervisors a team of Helpdesk Technicians.

Education and/or Experience (include certs or licenses needed):

• Associate’s or Bachelor’s degree or, in the field of computer science or related field.
• 5 years of relevant work/management experience.
• Experience managing a 24/7 helpdesk or shift-based technical support team preferred.
• CompTIA A+ and Microsoft 365 Modern Desktop Administrator Associate certifications required within one year in the position.

Minimum Qualifications:

• Hands-on experience troubleshooting hardware such as PCs, Printers, POS devices, pin pads, and all hardware used at our HQ and store locations.
• Demonstrated leadership and personnel management skills.
• Solid understanding of the organization’s goals and objectives.
• Excellent leadership, interpersonal, with strong oral and written communication abilities.
• Ability to perform general mathematical calculations for the purpose of creating needs assessments, budgets, and forecasting.
• Skilled at conducting research into networking issues and products as required.
• Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations.
• Skilled in presenting technical information clearly to non-technical users.
•  Self-motivated and able to work independently with minimal supervision.
• Strong attention to detail and accuracy.
• Strong problem-solving skills and proven analytical abilities to assess issues and implement effective solutions.
• Strong customer service orientation.
• Experience working in a team-oriented, collaborative environment.
• Must be able to communicate in English.
• Must have on-call availability.
• Must possess a valid driver's license and be insurable to drive. 

Physical Requirements:  The physical demands described here are representative of those that must be met by the Help Desk Manager to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions, provided such accommodations do not create an undue hardship for the Company.

• The employee must occasionally lift and/or move up to 40 lbs., while performing the duties of this job the employee is required to sit for long periods of time and occasionally stand, walk, use hands and fingers, handle or feel, reach with hands and arms, climb or balance, stoop, kneel, crouch or crawl, talk and hear.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
• Physical attendance at the primary work location is required.