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 Comp

TIA 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.