Back to Jobs search

Help Desk Manager

CPM Holdings, Inc. • Waterloo, IA • 5h ago

IT Help Desk Manager

Department: Information Technology

Reports To: Vice President of Information Technology

Location: Waterloo, Iowa

Work Arrangement: Full-Time, On-Site

FLSA Status: Exempt Position Summary The IT Help Desk Manager leads CPM's global IT Help Desk organization, ensuring exceptional customer service, operational excellence, and continuous improvement of IT support services. This position oversees daily Service Desk operations, develops Help Desk personnel, manages service performance, and ensures Service Level Agreements (SLAs) are achieved.

This is a full-time, on-site leadership position based in Waterloo, Iowa. The successful candidate provides direct leadership and coaching to the Help Desk team while partnering with Infrastructure, Applications, Information Security, Human Resources, and business leadership. The role supports employees across North America, Europe, Asia, and other global locations. Leadership

Lead, coach, and develop the global IT Help Desk team.

Conduct one-on-one meetings, coaching sessions, and annual performance evaluations.

Establish goals and professional development plans.

Manage staffing, scheduling, workload balancing, vacation planning, and team coverage.

Develop, maintain, and administer the Help Desk on-call rotation, ensuring equitable after-hours coverage.

Interview, hire, onboard, and train Help Desk employees.

Develop annual departmental goals, operating metrics, and continuous improvement initiatives aligned with the IT strategic plan.

Service Desk Operations

Manage daily operations within ServiceDesk Plus.

Monitor ticket queues and workload distribution.

Coordinate after-hours support and maintain the on-call schedule.

Ensure timely escalations to Infrastructure, Applications, Information Security, and vendors.

Develop and maintain Help Desk procedures, workflows, and knowledge articles.

Ensure support requests are resolved in accordance with established service levels.

Service Level Management

Own and improve SLA compliance, first response time, resolution time, first contact resolution, backlog, aging tickets, reopened tickets, technician productivity, and customer satisfaction.

Review performance regularly and implement corrective actions.

Reporting & Analytics

Prepare weekly and monthly KPI dashboards and operational reports for IT leadership.

Present trends, recommendations, and improvement initiatives.

Customer Experience

Deliver exceptional customer service.

Manage escalated issues through resolution.

Support executive and VIP users when required.

Continuous Improvement

Identify recurring issues and permanent solutions.

Improve self-service capabilities and knowledge management.

Identify automation opportunities to reduce ticket volume.

Promote ITIL best practices.

Cybersecurity & Compliance

Ensure Help Desk staff follow cybersecurity policies.

Support internal and external audits.

Partner with Information Security to maintain compliance.

Asset & Endpoint Management

Support computer lifecycle management, hardware deployments, Windows upgrades, imaging, mobile device support, inventory accuracy, and endpoint lifecycle planning.

Vendor Management

Coordinate with hardware, software, telecommunications, and managed service providers.

Required Qualifications

Minimum 10 years of progressive IT Help Desk or Service Desk experience.

Minimum 2 years of experience managing or supervising an IT Help Desk or Service Desk team.

Bachelor's degree in Information Technology, Computer Science, or a related field preferred.

Equivalent military education, technical training, and relevant military leadership or information technology experience will be considered in lieu of some or all formal education requirements.

Experience managing enterprise IT support operations.

Strong understanding of IT service management principles (ITIL preferred).

Experience with ITSM platforms (ServiceDesk Plus preferred).

Strong Microsoft 365, Windows, Active Directory, and endpoint management knowledge.

Excellent leadership, communication, organizational, and problem-solving skills.

Preferred Qualifications

ITIL Foundation Certification.

Microsoft and CompTIA certifications.

Experience supporting manufacturing environments.

Experience leading Help Desk operations across multiple locations or global organizations.

Experience with Power BI, Microsoft Intune, SmartDeploy, or similar technologies.

Technical Skills

Windows 10/11, Microsoft 365, Active Directory/Entra ID, ServiceDesk Plus, Intune, SmartDeploy, PowerShell, SharePoint, Microsoft Teams, VPN technologies, endpoint security solutions, and remote support tools.

What Success Looks Like - First 90 Days

Build relationships with staff and IT leadership.

Evaluate current support processes and establish KPI reporting.

Improve documentation and knowledge articles.

Implement an effective on-call rotation process.

Present a 12-month operational improvement roadmap.

Additional Information CPM values diverse educational and professional backgrounds. Relevant military education, technical training, certifications, and leadership experience are valued and will be considered alongside traditional academic and civilian experience when evaluating qualified candidates.

CPM Acquisition Corp. is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. CPM Acquisition Corp. offers competitive compensation and benefits, including paid holidays and vacations, 401k, medical/dental insurance, tuition assistance, and more.

Similar Jobs

Operations Manager - Regional Distribution Center - Cedar Falls, IA

Target • Cedar Falls, IA • 2d ago

Management & Administrative

The pay range is $73,000.00 - $132,000.00 Pay is based on several factors which vary based on position. These include labor markets and in some instances may include education, work experience and certifications. In addi...

2d ago

Go to Apply

Customer Service Representative

Regal Plastic • Evansdale, IA • 4d ago

Management & Administrative

Build your career, not just your resume. For more than 70 years, Regal Plastic has been a trusted leader in distributing and fabricating plastic products that power industries across the U.S. Now we're looking for a Cust...

4d ago

Go to Apply

Aisles Online Pickup Clerk

Hy-Vee Food Stores • Cedar Falls, IA • 4d ago

Management & Administrative

Additional Considerations (if any): Night & Weekend Shifts Required - At Hy-Vee our people are our strength. We promise "a helpful smile in every aisle" and those smiles can only come from a workforce that is fully e...

4d ago

Go to Apply

Customer Service

Hy-Vee Food Stores • Waterloo, IA • 5d ago

Management & Administrative

Additional Considerations (if any): - At Hy-Vee our people are our strength. We promise "a helpful smile in every aisle" and those smiles can only come from a workforce that is fully engaged and committed to supporting o...

5d ago

Go to Apply

Sales Manager - Energy (remote)

IDEX • Cedar Falls, IA • 5d ago

Management & Administrative

If you're looking for a special place to build or grow your career, you've found it. Whether you're an experienced professional, a recent college graduate or somewhere in between, IDEX is a place where you can apply your...

5d ago

Go to Apply

Field Service Technician - Cedar Falls

Martin Brothers Distributing • Cedar Falls, IA • 6d ago

Management & Administrative

For over 85 years, Martin Bros. has established itself as the premier independent, family-operated provider of foodservice and supply solutions in the upper Midwest. We cater to a diverse range of establishments, includi...

6d ago

Go to Apply

Machine Operator I - O'Neal Manufacturing Services

O'Neal Industries, Inc. • Cedar Falls, IA • 1w ago

Management & Administrative

Description Build A Career That's Made to Last. O'Neal Manufacturing Services is one of the largest family-owned metal fabrication companies in the United States. For over 100 years, we've built more than just metal - we...

1w ago

Go to Apply

Account Sales Manager

Keurig Dr Pepper • Waterloo, IA • 1w ago

Management & Administrative

Job Overview: Account Sales Manager - Cresco, Waverly, Waterloo and surrounding areas The Account Sales Manager Combination is responsible for up-selling and fulfillment/replenishment, focused on execution and merchandis...

1w ago

Go to Apply

Area Sales Manager - VM0750

OSL Retail Services • Independence, IA • 1w ago

Management & Administrative

Overview Area Sales Manager OSL is a dynamic, people-driven company providing outsourced sales services for some of North America's biggest Fortune 500 companies. We hire passionate people looking for their next big care...

1w ago

Go to Apply

Administrative Assistant

Exceptional Persons Inc • Waterloo, IA • 1w ago

Management & Administrative

Support Independence with Purpose - Join a Mission That Changes Lives At EPI, we don't just talk about impact, we live it every single day. Since 1957, we've been connecting people, creating opportunities, and nurturing...

1w ago

Go to Apply

Subscribe to get new jobs sent directly to you
(no charge, cancel anytime)