Global IT Help Desk Manager

cpmholdingsinc; Austin (TX); On-site; USD 95,000 - 130,000; Full time

Benefits offered by this job

401k

Medical insurance

Tuition assistance

Paid holidays

Job summary

CPM Acquisition Corp. in Waterloo, Iowa, is seeking an IT Help Desk Manager to lead the global help desk, ensure exceptional service, and drive operational excellence.

This full-time, on-site role partners with Infrastructure, Applications, Information Security, HR, and business leadership to deliver reliable IT support across North America and international locations. You will develop staff, manage SLAs, create KPI dashboards, and promote ITIL-based processes, self-service improvements, and

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 or training will be considered in lieu of some education.
• Experience managing enterprise IT support operations with ITIL familiarity.
• Experience with ITSM platforms (ServiceDesk Plus preferred).
• Strong MS 365, Windows, Active Directory, and endpoint management knowledge.
• Excellent leadership and communication skills.

Responsibilities

• Lead, coach, and develop the global IT Help Desk team.
• Ensure SLAs, KPIs, and performance targets are met.
• Oversee daily Service Desk operations and ticket queues.
• Coordinate after-hours support and on-call rotation.
• Collaborate with Infrastructure, Applications, Security, HR, and leadership.
• Develop procedures and knowledge articles; promote ITIL practices.

Skills

IT Leadership

ITIL

ServiceDesk Plus

Active Directory

Windows 10/11

Microsoft 365

Vendor Management

KPI Reporting

Automation

Education

Bachelor's degree in IT/CS

Military education equivalency

Tools

ServiceDesk Plus

Power BI

Intune

SmartDeploy

Job description

CPM Acquisition Corp. in Waterloo, Iowa, is seeking an IT Help Desk Manager to lead the global help desk, ensure exceptional service, and drive operational excellence.

This full-time, on-site role partners with Infrastructure, Applications, Information Security, HR, and business leadership to deliver reliable IT support across North America and international locations. You will develop staff, manage SLAs, create KPI dashboards, and promote ITIL-based processes, self-service improvements, and