Global IT Help Desk Leader

CPM; Waterloo (IA); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

401k

Medical/dental insurance

Paid holidays and vacations

Job summary

CPM Holdings, Inc. in Waterloo, IA is seeking an IT Help Desk Manager to lead global support services, ensuring exceptional customer service and SLA achievement.

The role oversees daily operations, develops staff, and collaborates with Infrastructure, Applications, Information Security, HR, and business leadership to align IT with strategic goals across North America and international locations. The successful candidate will drive continuous improvement, ITIL best practices, and on-call coverage

Qualifications

• Minimum 10 years of progressive IT Help Desk or Service Desk experience.
• Minimum 2 years of experience managing or supervising an IT Help Desk or Service Desk team.
• Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
• Equivalent military education, technical training, and leadership experience considered in lieu of some formal education.
• Experience managing enterprise IT support operations.
• Strong understanding of IT service management principles (ITIL preferred).
• Experience with ITSM platforms (ServiceDesk Plus preferred).
• Strong Microsoft 365, Windows, Active Directory, and endpoint management knowledge.
• Excellent leadership, communication, organizational, and problem-solving skills.

Responsibilities

• Lead, coach, and develop the global IT Help Desk team.
• Oversee daily Service Desk operations and SLA performance.
• Establish KPI reporting and continuous improvement initiatives.
• Coordinate with Infrastructure, Applications, Information Security, HR, and leadership.
• Manage on-call rotation and after-hours coverage.
• Ensure compliance with cybersecurity policies.
• Maintain knowledge articles and self-service options.
• Support executive and VIP users when required.
• Drive ITIL-aligned processes and cross-location service delivery.

Skills

Leadership

People management

Communication

Problem solving

ITIL

Strategic thinking

Cross-functional collaboration

KPI reporting

Education

Bachelor's degree in IT/CS

Military education considered

Tools

ServiceDesk Plus

Microsoft 365

Active Directory

Intune

Power BI

Job description

CPM Holdings, Inc. in Waterloo, IA is seeking an IT Help Desk Manager to lead global support services, ensuring exceptional customer service and SLA achievement.

The role oversees daily operations, develops staff, and collaborates with Infrastructure, Applications, Information Security, HR, and business leadership to align IT with strategic goals across North America and international locations. The successful candidate will drive continuous improvement, ITIL best practices, and on-call coverage