IT Helpdesk Manager

Hillsboro, IL - USA

Monthly Salary: Not Disclosed

Posted on: 7 hours ago

Vacancies: 1 Vacancy

Job Summary

Acumed LLC

As a part of the global industrial organization Marmon Holdingswhich is backed by Berkshire Hathawayyoull be doing things that matter leading at every level and winning a better way. Were committed to making a positive impact on the world providing you with diverse learning and working opportunities and fostering a culture where everyones empowered to be their best.

Job Scope

The IT Helpdesk Manager is responsible for leading day-to-day IT operations across global offices delivering reliable secure and high-quality end-user support. This role ensures operational excellence system availability and a positive employee technology experience while enabling productivity through modern workplace tools.

This position manages internal and external service desk resources and partners closely with network and infrastructure teams to support on-prem and cloud environments. A core focus of the role is driving adoption effective use and ongoing support of the Microsoft 365 ecosystem including Copilot Teams SharePoint Outlook Word Excel PowerPoint and Power BI.

The IT Helpdesk Manager owns ITIL-aligned service management processes service level agreements and operational metrics. The role develops IT policies and standards oversees endpoint asset lifecycle and vendor relationships supports disaster recovery readiness and provides leadership and mentorship to IT helpdesk staff.

Responsibilities

Lead global service desk operations to ensure timely issue resolution and high customer satisfaction
Own and improve ITIL processes (Incident Request Problem Change) SLAs KPIs and service quality
Drive implementation adoption training and support of Microsoft 365 productivity tools
Deliver end-user training documentation and communications on IT initiatives
Manage desktop hardware and software standards testing deployments and upgrades
Hire mentor and develop IT helpdesk staff; promote a customer-focused service culture
Improve efficiency through automation process optimization and performance analysis
Manage endpoint asset lifecycle including procurement and inventory
Oversee vendor relationships for IT hardware software and services
Support disaster recovery and business continuity planning
Partner with infrastructure teams on networking cloud services and Active Directory

Qualifications

Bachelors degree in Computer Science Information Technology or related field
710 years of IT experience including 5 years in IT operations leadership roles
Strong knowledge of IT operations networking security and ITIL practices
Experience leading service desk teams and improving end-user experience
Excellent leadership communication and problem-solving skills
Detail-oriented with the ability to thrive in a fast-paced environment
Customer-focused mindset and strong team-based work ethic

Following receipt of a conditional offer of employment candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.

We are an equal opportunity employer and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process please email your request to and please be sure to include the title and the location of the position for which you are applying.

Required Experience:

Manager

Acumed LLCAs a part of the global industrial organization Marmon Holdingswhich is backed by Berkshire Hathawayyoull be doing things that matter leading at every level and winning a better way. Were committed to making a positive impact on the world providing you with diverse learning and working opp...