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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Manager - **Company:** State of Indiana - **Location:** Indianapolis, IN, United States - **Experience:** Expert - **Salary:** $70,122.0 - **Contract:** Permanent contract - **Skills:** Business Systems, Network Service, Software Engineering, Software Systems, Computer Equipment - **Published:** May 16, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=e09f1fe15e51bc70 ## About the Role Do you have experience in Writing skills?, * Broad knowledge of available resources to the Help Desk program/department. * Extensive knowledge of IT equipment including operating characteristics and limitations. * Knowledge of restorative and maintenance actions and practices. * Extensive knowledge of network services, software systems engineering, and applications development. * Ability to maintain effective and professional working relationships with internal and external customers, and vendors. * Ability to comprehend, analyze, interpret, and correlate very technical material. * Ability to identify and resolve problems or develop creative solutions, when necessary. * Ability to delegate work, set clear direction, and manage workflow. * Ability to effectively give feedback, provide guidance or corrective action, coach, and develop employee skillsets. * Ability to communicate both orally and in writing. * Ability to lead, encourage and influence others to perform. * Possesses a sense of urgency towards tasks. * Ability to perform essential functions with or without reasonable accommodation., A degree is not required. However, at least 8+ years of experience applying the outlined knowledge, skills, and abilities in a similar role may be considered. ## Description The Indiana Office of Technology provides cost-effective, secure, consistent, reliable enterprise-technology services to our partner agencies so that they can better serve our mutual customer, the Hoosier taxpayer. IOT will also act as the technology and solution enabler for the State, helping its partner agencies achieve business objectives and innovation. Role Overview: The Help Desk Manager supports the customer service technicians who troubleshoot and resolve IT issues. You will ensure that the Customer Service team uses the required tools and software to identify, document, track, and resolve reported problems. The Help Desk Manager will also plan, prioritize, and schedule customer service activities to ensure maximum issue resolutions in minimum time. You will also complete administrative functions such as approving timecards and preparing performance plans., * Manages Help Desk specialists, technicians, and support staff. * Monitors first and second tier support to end users is provided in a timely manner. * Interacts with network services, software systems engineering and/or applications development to ensure service is restored or core problems are corrected. * Oversees restorative and maintenance actions. * Develops and oversees systems modifications to reduce user problems. * Ensures user communications are timely, courteous, and on-going. * Formulates monthly and annual Help Desk reports. * Monitors customer service activities and reports and formulates new and revised service standards when appropriate. * Establishes long/short term goals and objectives. * Acts as key technical consultant clarifying and interpreting practices/procedures as they pertain to the Help Desk program. The job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time. This position is exempt from overtime compensation for additional work hours that may be required to complete essential functions or other assigned work. Exempt employees may work more than 75 hours in a pay period without additional compensation and must report a minimum of 75 hours per pay period of work hours and/or paid leave taken to receive their base biweekly salary. What You'll Need for Success: Individuals in this role should minimally be able to articulate or demonstrate the following: * Extensive knowledge of agency IT/business systems, PC hardware/software, and management principles. ## Related Videos - [Demystifying application networking in the cloud](https://www.wearedevelopers.com/videos/675-demystifying-application-networking-in-the-cloud) - [APIs and Architecture for scaling omnichannel payments](https://www.wearedevelopers.com/videos/90-apis-and-architecture-for-scaling-omnichannel-payments) - [Rethinking Intelligence: AI, Accessibility, and the Future of Inclusive Work - Artur Ortega](https://www.wearedevelopers.com/videos/1377-rethinking-intelligence-ai-accessibility-and-the-future-of-inclusive-work-artur-ortega) - [Breaking the Hardware Mindset: Overcoming Barriers to System-Level Innovation](https://www.wearedevelopers.com/videos/1635-breaking-the-hardware-mindset-overcoming-barriers-to-system-level-innovation) - [Your organization as a Graph](https://www.wearedevelopers.com/videos/2051-your-organization-as-a-graph) - [Strong decisions - decisive distinctions between digital and analog aspects](https://www.wearedevelopers.com/videos/1687-strong-decisions-decisive-distinctions-between-digital-and-analog-aspects) ## Related Articles - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [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? 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