Global IT Help Desk Leader – On-Site in Waterloo

CPM; Waterloo (IA); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

401k

Medical/Dental Insurance

Tuition Assistance

Paid Holidays and Vacations

Job summary

CPM is seeking an IT Help Desk Manager to lead their global IT Help Desk organization based in Waterloo, Iowa. This full-time, on-site leadership position involves ensuring exceptional customer service and operational excellence.

The successful candidate will manage daily Service Desk operations, coach Help Desk personnel, and ensure that Service Level Agreements (SLAs) are achieved while supporting employees globally.

Qualifications

• Minimum 10 years of progressive IT Help Desk or Service Desk experience.
• Strong understanding of IT service management principles.
• Excellent leadership and communication skills.

Responsibilities

• Manage daily operations of the IT Help Desk.
• Lead and coach the Help Desk team.
• Ensure compliance with SLAs and improve customer satisfaction.

Skills

IT Help Desk Management

ITIL Principles

Microsoft 365

Leadership

Problem Solving

Education

Bachelor's degree in Information Technology

ITIL Foundation Certification

Tools

ServiceDesk Plus

Power BI

Windows 10/11

Job description

CPM is seeking an IT Help Desk Manager to lead their global IT Help Desk organization based in Waterloo, Iowa. This full-time, on-site leadership position involves ensuring exceptional customer service and operational excellence.

The successful candidate will manage daily Service Desk operations, coach Help Desk personnel, and ensure that Service Level Agreements (SLAs) are achieved while supporting employees globally.