Job Title: IT Service Desk Manager

Location: On-site in Sioux Falls, SD. Hybrid capabilities available after onboarding.

Job Type: Permanent, Full-time, 40 hours per week M-F 8a-5p

Pay Range: $85,000 - $95,000 annually, with a comprehensive benefits package available.

Job Description:

We are partnering with a well-established, growing organization seeking an experienced and motivated IT Service Desk Manager to lead its help desk operations and support a large, multi-site user environment. This individual will oversee a team of IT Support Specialists, ensure exceptional service delivery, and play a key role in maintaining the availability, security, and performance of critical IT systems across the organization.

The successful candidate will combine strong technical expertise with proven leadership skills, helping to mentor support staff, improve processes, and deliver outstanding customer service while supporting over 1,300 users across North America.

Key Responsibilities:

• Lead and supervise all aspects of the IT Service Desk, including a team of Help Desk Support Specialists.
• Manage service desk operations and ensure support requests are resolved within established SLA targets.
• Provide escalation support and handle complex Level 2 technical issues.
• Develop, document, and maintain standard operating procedures and help desk best practices.
• Coach, train, and mentor support staff to improve technical knowledge and service delivery.
• Administer and maintain Windows-based infrastructure, including Active Directory, DNS, DHCP, Group Policy, and related services.
• Support Microsoft 365, Exchange Online, SharePoint, OneDrive, and Remote Desktop environments.
• Oversee endpoint management, including desktops, laptops, printers, VoIP phones, and antivirus solutions.
• Coordinate network maintenance activities, including troubleshooting, upgrades, patch management, and security initiatives.
• Maintain detailed documentation related to systems, configurations, and operational processes.
• Assist with reporting platform administration and end-user training.
• Support ongoing network and infrastructure projects as required.
• Travel occasionally to support other company locations (up to 25%).

Qualifications:

• Associate degree in Computer Science, Information Technology, or a related field; equivalent certifications and experience will be considered.
• Minimum of 3 years of IT support, systems administration, or infrastructure experience.
• Previous experience leading, supervising, or mentoring technical support teams preferred.
• Strong working knowledge of:
  • Windows 10 and Windows 11
  • Active Directory and Group Policy
  • DNS, DHCP, TCP/IP
  • Microsoft 365 and Office applications
  • Firewalls, routers, switches, and network troubleshooting
  • IIS and SQL environments
  • PowerShell scripting
• Excellent verbal and written communication skills.
• Strong organizational, project management, and problem-solving abilities.
• Ability to prioritize multiple tasks and adapt in a fast-paced environment.
• Experience supporting large, multi-location organizations is highly preferred.

Sound Interesting?

If you are a technology leader who enjoys developing teams, improving service delivery, and supporting enterprise IT environments, this opportunity could be for you. We encourage you to submit your resume for a confidential conversation regarding this exciting career opportunity.