Field-Driven IT Helpdesk Leader

Sherwood Companies; Tulsa (OK); On-site; USD 70,000 - 95,000; Full time

Job summary

Sherwood Companies in Tulsa, OK seeks a Helpdesk Manager to lead frontline support and deliver a consistent technology experience across office and field operations.

This hands-on leadership role develops people, implements ITSM processes, and ensures IT enables the business. You will own service desk operations, asset management, change control, and knowledge management while driving continuous improvement. Travel to sites is required.

Qualifications

• Five+ years in helpdesk/service desk or related tech support role.
• Two+ years in leadership of technical support staff.
• Experience with field operations or distributed environments preferred.
• Bachelor's degree or equivalent experience.
• Strong leadership, coaching, and accountability.
• Ability to communicate with both technical and non-technical staff.

Responsibilities

• Lead, coach, and develop the helpdesk team with clear performance expectations.
• Foster a field-focused support culture that keeps jobsites productive.
• Own daily service desk operations: workload, ticket handling, and escalation.
• Manage IT service management programs across incident, change, asset, and configuration management.
• Drive continuous improvement using metrics, surveys, and platform adoption data.
• Coordinate complex incidents with cross-functional teams and vendors.
• Develop and own IT Asset Management, including lifecycle and procurement records.
• Oversee change control process, risk assessment, and post-change follow-through.
• Oversee onboarding/offboarding and access provisioning with HR.
• Develop knowledge management, self-service, and technician playbooks.
• Lead monthly IT training series on usability and cybersecurity.

Skills

Leadership

ITSM

Asset management

Change management

Knowledge management

Incident management

Customer service

Microsoft 365

Windows endpoints

Networking basics

Education

Bachelor's degree in Information Systems, Business, Computer Science, or related field

Tools

ITSM platforms

Endpoint management tools

Remote support tools

Knowledge bases

Automation tools

Job description

Sherwood Companies in Tulsa, OK seeks a Helpdesk Manager to lead frontline support and deliver a consistent technology experience across office and field operations.

This hands-on leadership role develops people, implements ITSM processes, and ensures IT enables the business. You will own service desk operations, asset management, change control, and knowledge management while driving continuous improvement. Travel to sites is required.