Help Desk Manager

A Help Desk Lead / Supervisor is sought to serve as a hands-on technical leader and working supervisor within an IT support organization. This is a true player/coach role-you will spend the majority of your time directly supporting users while also leading, mentoring, and guiding a small team of help desk analysts.

The ideal candidate is technically strong, customer-focused, and comfortable rolling up their sleeves to resolve issues while also setting standards, improving processes, and ensuring service excellence. You will be the escalation point for complex issues, a coach for your team, and a trusted partner to the business., Hands-On Technical Support (Primary Focus)

• Serve as a frontline support resource providing high-touch, white-glove support to users
• Troubleshoot and resolve Tier 2/3 issues involving:
• Workstations and laptops (Windows and macOS)
• Printers and peripherals
• Mobile devices, tablets, and phones
• Audio/visual and conference room technology
• Provide onsite and remote technical support in a hybrid work environment
• Provision and configure new user accounts, hardware, and software
• Manage devices, policies, and compliance using Microsoft Intune
• Administer users, groups, and access in Azure Active Directory
• Troubleshoot and support Microsoft 365 applications and services

Team Leadership & Player/Coach Responsibilities

• Lead by example by actively handling tickets and support requests alongside the team
• Provide day-to-day guidance, mentoring, and technical escalation support for two direct reports
• Review tickets for quality, completeness, customer communication, and SLA adherence
• Assist with workload prioritization and queue management
• Coach team members on troubleshooting techniques, customer service, and career development

Service Management & Process Improvement

• Own the daily operation of the ITSM/ticketing system, including:
• Incident, Problem, Asset, and Knowledge Management
• Maintain and improve help desk documentation, SOPs, and knowledge base articles
• Identify opportunities to streamline processes, reduce recurring issues, and improve user experience
• Prepare and deliver service metrics, SLA reports, and leadership updates
• Participate in and represent IT during ISO 20000 (Service Management) activities
• Support ISO 27001 (Information Security) initiatives related to service delivery and asset management

Additional Responsibilities

• Manage and maintain asset inventories across endpoints and peripherals
• Coordinate with vendors for hardware, software, VoIP, and support services
• Support Microsoft Teams Rooms and related A/V environments
• Participate in a rotating on-call schedule
• Stay current on technologies and best practices; proactively introduce improvements

• Bachelor’s degree with 5+ years of relevant IT experience, or 7+ years of Tier 2 support experience (certifications and experience may substitute for degree)
• 3+ years of experience in a hands-on help desk lead, senior analyst, or supervisory role
• Strong hands-on experience with:
• Microsoft 365
• Microsoft Windows
• Azure Active Directory
• Microsoft Intune
• Proven ability to deliver exceptional customer service in a professional environment

Preferred Qualifications

• Experience with Apple Business Manager (ABM) and macOS environments
• Familiarity with VoIP systems and Microsoft Teams Rooms
• HDI and/or ITIL certification(s)
• Experience supporting compliance-driven or regulated environments
• Demonstrated ability to balance technical execution with people leadership
• Strong time-management skills and ability to multitask in a fast-paced environment

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

Skills: Analysis Skills, Apple, Asset Management, Audiovisual, Best Practices, Career Counseling, Coaching, Computer Workstations, Customer Support/Service, Documentation, Establish Priorities, Help Desk, ISO (International Organization for Standardization), IT Service Management (ITSM), ITIL (IT Infrastructure Library), Identify Issues, Information Technology & Information Systems, Information/Data Security (InfoSec), Inventory Management, Knowledge Base, Knowledge Management, Laptop PC, Leadership, Mac Operating System, Maintain Compliance, Management of Information Systems/Technology (MIS), Mentoring, Metrics, Microsoft Active Directory, Microsoft Product Family, Microsoft Windows Azure, Microsoft Windows Operating System, Mobile Devices, Multitasking, On Site Support, Peripheral Hardware, Printers, Problem Solving Skills, Process Development, Process Improvement, Service Delivery, Service Level Agreement (SLA), Software Administration, Standard Operating Procedures (SOP), Technical Leadership, Technical Support, Time Management, User Account Administration, User Interface/Experience (UI/UX), Visual Studio Application Lifecycle Management (ALM) (fka Visual Studio Team System / VSTS ), VoIP (Voice over IP)

Need a job? Need an employee? Then you need Addison Group, the professional staffing and search firm that has reshaped the industry with our excellent placements in the Administrative & HR, Engineering, Executive Search, Finance & Accounting, Healthcare, and IT sectors.

Addison Group has enjoyed rapid growth since its inception in 1999, when a group of visionary industry leaders in Chicago set out with the simple goal of recruiting the best candidates for the best companies. With the help of its strategic investment partner, Trilantic Capital Partners, Addison Group has expanded its reach across the country through 13 offices and six core industry sectors, from Administrative to IT.

Company Size: 1,500 to 1,999 employees