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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Help Desk Manager - **Company:** Davenport & Company LLC - **Location:** Richmond, VA, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Cyber Security, Information Systems, Computer Networks, Knowledge Management, Remote Access Technology, Workflow Management Systems, Enterprise Software Applications, Information Technology, Cisco - **Published:** May 30, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=32c41e8fd2784b6b ## About the Role Do you have experience in Windows?, Do you have a Bachelor's degree?, * Bachelor's degree in Information Systems, Information Technology, or a related field, or equivalent experience * Minimum 3 years of direct managerial or supervisory experience * Minimum 5 years of Help Desk or end-user support experience in a professional environment * Strong technical proficiency with Windows-based endpoints and common enterprise applications * Demonstrated experience managing service delivery, metrics, and operational performance * Strong organizational, analytical, and problem-solving skills * Excellent communication and interpersonal skills, with a focus on customer service * Experience working within structured ticketing/workflow systems * Ability to coordinate multiple priorities in a fast-paced environment * Professional demeanor, * ITIL Foundation certification or equivalent experience with IT service management frameworks * Experience in financial services or other regulated industries * Familiarity with endpoint management tools and asset management systems * Exposure to networking concepts, VPN technologies, and Cisco-based systems * Experience managing distributed or multi-location support environments ## Description The IT Help Desk Manager is responsible for leading all end-user support operations at Davenport & Company, ensuring consistent delivery of high-quality, responsive, and secure IT services. This role oversees Help Desk personnel, manages service performance, and drives continuous improvement of support processes to enhance the overall customer experience for both employees and clients. The Manager serves as both a technical leader and operational owner of Help Desk services, ensuring alignment with business objectives, regulatory requirements, and IT best practices. RESPONSIBILITIES: Responsibilities of this position include, but are not limited to: Leadership & Team Management * Lead and manage Help Desk Technicians and interns, providing direction, coaching, and performance management * Conduct hiring, onboarding, training, and ongoing professional development of staff * Establish staffing plans to ensure appropriate coverage for 7am-7pm daily service hours and on-call rotation * Foster a customer-first culture focused on responsiveness, professionalism, and service excellence Service Delivery & Operations * Own and manage Help Desk service delivery, including SLAs, KPIs, and overall service quality * Monitor and report on service performance metrics (e.g., response time, resolution time, backlog, customer satisfaction) * Develop and lead service improvement initiatives based on data and user feedback * Ensure consistent execution of ticket handling processes, prioritization, and escalation procedures Incident & Problem Management * Lead the response to major incidents, including communication, coordination, and resolution * Conduct root cause analysis on recurring issues and implement preventive measures * Partner with Infrastructure, Security, and Development teams to resolve systemic issues Tools, Process & Knowledge Management * Administer and optimize the Help Desk ticketing/workflow system * Define and enforce standards for ticket documentation, categorization, and lifecycle management * Develop and maintain knowledge base content and self-service resources to improve efficiency Customer Experience * Promote a high level of customer satisfaction through effective communication and support delivery * Establish feedback mechanisms (e.g., surveys) to measure user satisfaction and identify improvement opportunities * Build strong relationships with business units to understand and support operational needs Security & Compliance * Ensure Help Desk operations align with company security policies and regulatory requirements * Support endpoint security practices, including patching, encryption, and access controls * Coordinate with Information Security on incident response, compliance audits, and risk mitigation efforts * Oversee adherence to asset management and secure device disposal procedures Asset & Vendor Management * Oversee procurement and lifecycle management of end-user hardware and related assets * Coordinate support activities with third-party vendors and service providers * Contribute to budgeting and planning for Help Desk-related tools, systems, and equipment Collaboration & Communication * Act as the primary liaison between the Help Desk and other IT teams * Provide regular updates and reporting to the CTO and senior leadership * Lead service review meetings and communicate trends, risks, and improvement plans ## Related Videos - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [Thinking Differently - How to Make Money from Cyber Attacks & Cheats](https://www.wearedevelopers.com/videos/745-thinking-differently-how-to-make-money-from-cyber-attacks-cheats) - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [How Lufthansa Industry Solutions is preparing for the Quantum Age! ](https://www.wearedevelopers.com/videos/1443-how-lufthansa-industry-solutions-is-preparing-for-the-quantum-age) ## Related Articles - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [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) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers)