DSC Manager - IT Helpdesk and Support Services

About Asbury

Herb Chambers is part of Asbury Automotive Group (NYSE: ABG), a Fortune 500 company, and one of the largest franchised automotive retailers in the United States. We are redefining the traditional dealership model through innovative technologies such as Clicklane and through our commitment to our team members, guests, and partners. Our culture which is grounded in our North Star and Compass and powered by our DRIVE values, focuses on the vision of becoming the Most Guest Centric Automotive Retailer. At Asbury, we work together to provide exceptional experiences for our guests while promoting a fun, supportive and inclusive environment where team members can thrive both personally and professionally. Based on our efforts, we have been recognized as one of the best places to work by both Newsweek and US News & World report. 

Overview/Job Summary

The Manager of IT Helpdesk and Support Services oversees the day-to-day management and operations of the IT Support Operations team. Provides technical and logistical management and support to the IT Tier 1 Technicians to ensure they successfully deliver an exceptional IT Service Experience to Asbury Automotive Group Team Members.

Duties/Responsibilities

Lead, mentor, and supervise helpdesk technicians and support staff

Manage daily helpdesk operations, schedules, and workload distribution

Ensure prompt response and resolution of incidents and service requests

Establish and enforce helpdesk policies, procedures, and service level agreements (SLAs)

Monitor ticket queues, performance metrics, and customer satisfaction

Act as escalation point for complex or critical technical issues

Coordinate with other IT teams to resolve system-wide problems

Identify recurring issues and implement root-cause solutions

Maintain and improve documentation, knowledge base, and standard operating procedures

Oversee onboarding and ongoing training for helpdesk staff

Prepare reports on helpdesk performance, trends, and improvement areas

Ensure compliance with security, data protection, and IT best practices

Required Qualifications

· Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)

· 3–5 years of experience in IT support or helpdesk operations

· 1–3 years of experience in a leadership or supervisory role

· Strong understanding of IT systems, hardware, software, and networks

· Experience with ticketing systems and remote support tools

· Excellent communication and customer service skills

Preferred Qualifications

· ITIL certification or familiarity with ITIL frameworks

· Experience managing SLAs and KPIs

· Knowledge of cybersecurity and compliance standards

· Experience in budgeting and vendor management

Key Skills and Competencies

· Leadership and team management

· Problem-solving and decision-making

· Process improvement and documentation

· Time management and prioritization

· Strong interpersonal and conflict-resolution skills

· Analytical and reporting skills

Asbury Automotive Group is an equal opportunity employer. We provide equal employment opportunities to all individuals regardless of their race, color, religion, sex, national origin, age, disability, pregnancy, sexual orientation, gender identity, genetic information, or any other protected category as defined by applicable laws. We prohibit discrimination or harassment based on any of these characteristics and affirm our commitment to fostering an inclusive and diverse workplace.