Global IT Help Desk Leader

CPM Holdings, Inc; Waterloo (IA); On-site; USD 90,000 - 120,000; Full time

Job summary

CPM Holdings, Inc. in Waterloo, IA, is seeking an IT Help Desk Manager to lead its global support organization, ensuring excellent service, SLA performance, and continuous improvement of IT support services.

The role oversees daily Service Desk operations, coaches staff, and partners with Infrastructure, Information Security, HR, and business leadership to support employees across North America, Europe, Asia, and other locations.

Qualifications

• Minimum 10 years of progressive IT Help Desk or Service Desk experience.
• Minimum 2 years managing or supervising an IT Help Desk team.
• Bachelor's degree in IT, CS, or related field preferred.
• Experience managing enterprise IT support operations.
• Strong ITIL knowledge; ITSM platforms experience (ServiceDesk Plus preferred).
• Strong Microsoft 365, Windows, AD, and endpoint management knowledge.
• Excellent leadership, communication, organizational, and problem-solving skills.

Responsibilities

• Lead, coach, and develop the global IT Help Desk team.
• Manage daily ServiceDesk Plus operations and ticket queues.
• Coordinate after-hours support and on-call schedules.
• Ensure SLA compliance, timely escalations, and performance reporting.
• Develop procedures, knowledge articles, and self-service enhancements.
• Partner with Infrastructure, Applications, Info Security, HR, and leadership.

Skills

IT Help Desk leadership

Staff coaching

Service management

ITIL knowledge

Microsoft 365 proficiency

Active Directory

Endpoint management

Problem solving

Communication

Leadership

Education

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

Tools

ServiceDesk Plus

Microsoft 365

Intune

Job description

CPM Holdings, Inc. in Waterloo, IA, is seeking an IT Help Desk Manager to lead its global support organization, ensuring excellent service, SLA performance, and continuous improvement of IT support services.

The role oversees daily Service Desk operations, coaches staff, and partners with Infrastructure, Information Security, HR, and business leadership to support employees across North America, Europe, Asia, and other locations.