IT Manager

Our Estherville, Iowa client is looking for an IT Manager to lead a team of Customer Support Technicians, AV/Computer Support Technicians, and Service Desk Analysts. This role will oversee endpoint deployments and break-fix activities, providing daily guidance to both full-time and part-time technicians and ensuring incidents and service requests are resolved efficiently and accurately. The role will emphasize First Contact Resolution (FCR) and work closely with the Incident and Service Request teams to resolve any outstanding issues.

Work Model:

• On-Site

What You Will Do:

• Support the hiring, training, and development of technicians and other roles
• Provide mentorship and guidance to staff by assigning applicable resources and evaluating the processes and deliverables associated with team activities
• Maintain ongoing communication among the Service Desk, System Administration teams, and departmental functional units to guarantee efficient and effective resolution
• Collaborate regularly with the client’s CIO and organize recurring checkpoint meetings
• Oversee projects, utilizing Agile workflow methodologies and departmental project/incident tracking tools
• Set target activities and oversee the workflow of the Service Desk Analyst team
• Apply strong troubleshooting skills, communication, and tools to resolve issues for end users at the First Contact Resolution stage
• Respond to requests submitted through the Customer Support Service Desk professionally and promptly
• Serve as the primary point of contact, providing mentorship to Service Desk Analysts and collaborating with the Customer Support Services Leadership Team

• 5+ years of IT generalist experience
• 3+ years of team lead/management experience

At Palmer Group, making lives better is at the core of everything we do. For nearly three decades, we have partnered with organizations and individuals to provide thoughtful talent and business solutions that empower careers and drive growth.

As an employee-owned company grounded in strong ethics and values, we are committed to building lasting relationships and delivering results. Contractors working through Palmer Group are eligible to become employee-owners, giving them a stake in our shared success, and enjoy benefits including health insurance, PTO, and 401(k) options. Learn More