> Markdown version of [/jobs/ext/1281163-assistant-manager-help-desk](https://www.wearedevelopers.com/jobs/ext/1281163-assistant-manager-help-desk). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Assistant Manager Help Desk - **Company:** Baird & Warner - **Location:** Chicago, IL, United States - **Experience:** Experienced - **Salary:** $65,000.0 - $75,000.0 - **Contract:** Permanent contract - **Skills:** Issue Tracking Systems, IT Management, Networking Hardware, Software Troubleshooting - **Published:** July 15, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=dd41ca7442e7908e ## About the Role * Associates degree in field or related area * 5 years' experience in field or related area * 3 years' experience with networking equipment * Demonstrated ability to lead, mentor, train, and appropriately delegate responsibilities * Advanced knowledge and experience in operating systems, networks, hardware, software protocols and standards, etc. * Strong troubleshooting, problem-solving and support skills * Demonstrates exceptional customer service skills and ability to train team to same level * Ability to work with clients remotely with or without remote assistance software * Ability to work as needed, on-call to assist with emergencies * Effective oral and written communication skills * Ability to work with a diverse group of people in a collaborative environment * Ability to handle multiple projects and thrive in a fast-paced environment * A valid driver's license and reliable transportation is required * Ability to maintain a 95% or higher Service Level Agreement (SLA). * Relies on experience and judgment to plan and accomplish goals * A wide degree of creativity and latitude is expected Physical lifting of computers and light equipment ## Description Responsible for providing timely advanced support to all internal and remote end-users on a variety of workstation, hardware, software, network and peripheral devices within set company standards and guidelines. Assists with managing infrastructure, policies/procedures, and workflows, mentoring and providing resource support to the IT Support Technician positions. Exhibits strong commitment to the service needs of the internal and external customer. Represents the company in a professional and courteous manner. This position requires on-site work at least 2 days/week at our Downtown Chicago Loop office (120 S Lasalle Dr. Chicago, IL 60603) with occasional travel to local branch offices. Essential Duties & Responsibilities: * Serve as an escalation point for the help desk team * Single point of contact for all incident escalation across our businesses * Ensure superior customer service is always given * Be hands-on and resolve incidents as needed to ensure SLA's are met * Create documentation and playbooks as needed * Manage the ticketing system, generate reporting and analysis * Provide recommendations for improvements * Travel to locations in the Chicagoland area, occasionally as needed * Manage day-to-day operations of the Helpdesk ensuring all processes used by the Helpdesk are thoroughly documented, audited, maintained, and followed in line with the firm's goals and compliance requirements * Manage response procedures for end-user requests, issues, escalations in line with ITIL standards and industry best practices * Provide strong leadership and support to all Helpdesk team members, including assigning tasks, resolving conflicts, training and mentoring * Share data insights on a monthly basis with IT leadership * Manage the firm's IT Service Management tool, including tracking incidents, asset inventory, and all other user-related hardware/software * Maintain a high level of user call-to-resolve experience/satisfaction * Approve/manage team members timesheets * Manage on-call shifts and assignments ## Related Videos - [Your Manager Doesn’t Come with a User Manual (But You Can Totally Write One)](https://www.wearedevelopers.com/videos/1495-your-manager-doesn-t-come-with-a-user-manual-but-you-can-totally-write-one) - [Recruiting in 2025: Will AI Help or Take Over?](https://www.wearedevelopers.com/videos/1301-recruiting-in-2025-will-ai-help-or-take-over) - [Building the Nervous System of AI - Michael Kagan (NVIDIA)](https://www.wearedevelopers.com/videos/2133-building-the-nervous-system-of-ai-michael-kagan-nvidia) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Engineering/Manager Pendulum: Generating compound interest on your career](https://www.wearedevelopers.com/videos/100348-engineering-manager-pendulum-generating-compound-interest-on-your-career) - [7 tips for releasing on a Friday afternoon: YouTrack to the rescue](https://www.wearedevelopers.com/videos/204-7-tips-for-releasing-on-a-friday-afternoon-youtrack-to-the-rescue) ## Related Articles - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [Should Tech Managers Be Developers First? Pros and Cons](https://www.wearedevelopers.com/magazine/327-should-tech-managers-be-developers-first-pros-and-cons) - [Best Paying Remote Jobs](https://www.wearedevelopers.com/magazine/255-best-paying-remote-jobs) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [How to Have an Effective 1-on-1 Meeting](https://www.wearedevelopers.com/magazine/451-how-to-have-an-effective-1-on-1-meeting) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers)