Help Desk Manager

Description

CarShield is seeking a Help Desk Manager to join its growing IT team. In this role, you will oversee day-to-day support operations, guide a team of help desk technicians, and ensure timely resolution of technical issues across the organization. A successful candidate will bring strong troubleshooting skills, leadership experience, and a commitment to delivering exceptional service in a fast-paced, customer-focused environment.

Why Work with CarShield?

• Competitive pay, with most positions offering performance bonuses!
• Excellent medical coverage with employer cost sharing.
• 401k with employer match.
• Fitness facilities and on-staff personal trainer and fitness classes.
• Laid-back, but highly driven, work environment with the best team in town.

Responsibilities

• Provide day-to-day supervision and support to help desk staff, ensuring timely resolution of technical issues.
• Serve as the primary escalation point for complex or high-priority support tickets.
• Monitor help desk ticketing system for performance, trends, and SLA compliance.
• Assist in developing and maintaining help desk procedures, documentation, and training materials.
• Coordinate with other IT teams and departments to ensure effective issue resolution and service delivery.
• Train, mentor, and coach help desk team members to improve technical skills and customer service.
• Generate and analyze reports on support activity to identify areas for improvement.
• Lead team meetings and communicate updates, goals, and expectations.
• Support onboarding/offboarding processes including hardware/software provisioning and access management.
• Recommend and implement improvements to enhance support efficiency and user satisfaction.

Pay Rate and Benefits

• Salary commensurate with experience.
• Group Insurance (Medical, Dental, Vision, Life, etc.).
• 401k with Employer Match.
• Discounted CarShield policies.
• Discounted Tuition at Lindenwood University.
• Professional development opportunities.
• Basketball, and other recreation available on-site.
• Fitness facilities, with the option to take classes led by on-staff personal trainer (at St. Peters headquarters).
• And more!

Requirements

• Minimum 3 years of experience in a help desk or IT support role.
• Prior experience in a team lead, supervisory, or mentorship capacity strongly preferred.
• Strong knowledge of Windows and macOS operating systems, Microsoft 365, and common enterprise software.
• Experience with ticketing systems (e.g., Jira, ServiceNow, Zendesk, Freshservice).
• Excellent problem-solving, troubleshooting, and decision-making skills.
• Strong communication and interpersonal skills with a customer-focused mindset.
• Ability to manage and prioritize multiple tasks in a fast-paced environment.
• Familiarity with ITIL practices and service management concepts is a plus.
• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred (or equivalent experience).
• Certifications such as CompTIA A+, ITIL Foundation, or Microsoft certifications are a plus.
• Experience supporting or servicing a call center environment (e.g., end-user support, telephony systems, agent tools) is a plus.