IT Manager, Help Desk

Job Description

The IT Manager Help Desk leads The Odom Corporations enterprise service desk and end-user technology support function. The role is accountable for delivering reliable high-quality customer-facing Tier 1 and Tier 2 support and ensuring that systems devices and access enable business productivity across corporate warehouse field and remote environments.

This leader drives service excellence through strong team leadership disciplined service management and data-driven continuous improvement while partnering cross-functionally to resolve issues address root causes and improve the end-user experience.

Annual Salary: $115000 - $145000 (DOE) bonus

Company perks and benefits

• Eligible for EBITDA bonus
• 128 hours of Paid Time Off Annually to start
• 9 Paid Holidays
• Medical Dental Vision Benefits
• 401k with employer match

Essential Duties & Responsibilitiesinclude but are not limited to:

Service Desk Operations & Leadership

• Lead day-to-day Help Desk team operations including staff supervision coaching scheduling work assignments performance feedback vendor coordination ticket queues escalations backlog SLAs service quality and customer satisfaction.
• Build and develop a high-performing customer-focused support team through coaching accountability and clear expectations.
• Serve as the primary escalation and coordination point for complex end-user technology issues and coordinate cross-functional efforts.

Service Management & Continuous Improvement

• Own and continuously improve Help Desk service management processes including Freshservice configuration ticket categorization queues workflows service catalog items approvals dashboards metrics knowledge articles automation self-service and AI-enabled support options such as Copilot/Copilot Studio where assigned.
• Use service data to identify trends chronic issues top call drivers root causes and opportunities to reduce avoidable tickets improve first-contact resolution and strengthen the end-user support experience.

Platform & Operational Support

• Ensure effective support for current platforms and tools including Microsoft 365 Teams SharePoint/OdomNet OneDrive Entra ID/Azure AD Intune/Endpoint Manager Windows Autopilot Self-Service Password Reset Freshservice UKG Encompass PrinterLogic CodeTwo ScreenCloud and other business systems.
• Coordinate Help Desk readiness and coverage for operational events including warehouse moves system implementations and business changes.

Documentation Governance & Training

• Maintain Help Desk documentation SOPs knowledge articles user instructions technical reference materials and training plans for both Help Desk staff and end users.
• Ensure Help Desk tickets and related tasks are appropriately documented including request details approvals troubleshooting notes resolution steps and follow-up actions.

Job Requirements

• 810 years of progressive experience in IT support service desk operations end-user technology or IT operations including at least 5 years supervising or managing technical support staff.
• Demonstrated experience leading technical support teams preferably in distributed environments.
• Technical degree in a computer-related field or equivalent work experience required.
• Strong experience administering or leading an ITSM/ticketing platforms and service management processes
• Deep understanding of Microsoft 365 ecosystem identity/access management and modern endpoint support.
• Experience with user lifecycle management and access governance.
• Strong communication analytical management and organizational skills.

Preferred

• Experience with Freshservice or similar ITSM platforms.
• Experience with endpoint lifecycle management Intune and Autopilot.
• Familiarity with automation and scripting tools (Freshservice workflows Power Automate PowerShell etc).
• ITIL certification or equivalent practical experience.

Work Environment

• This position may be performed from Vancouver WA Spokane WA or Boise ID with travel to other company locations as needed.
• The role supports corporate warehouse field and remote work environments with periodic onsite coordination and occasional after-hours support required for business-impacting incidents.

The above statements describe the general nature of the environment and level of work being performed and are not intended to be an exhaustive list of all responsibilities Additional duties may be assigned as needed.

Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions.

The Odom Corporation offers competitive wages medical and dental benefits 401k plan and much more!

Background/Drug Screen. EOE.