Help Desk Manager

Choate Construction Company; Charlotte (AR); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Employee ownership (ESOP)

Medical coverage options

Flexible Spending Accounts

Life & AD&D insurance

401k profit sharing

Paid time off

Disability insurance

Debt reduction program

Employee assistance & wellness

Employee referral program

Charitable contribution matching

Stewardship day

Job summary

Choate Construction Company is seeking an experienced Help Desk Manager to lead and develop our internal Help Desk team serving about 600 employees. You will ensure fast, professional support and manage day-to-day service desk operations, including escalation and performance management.

You will partner with the IT Director to shape support processes, staffing, and service standards, while mentoring staff and driving continuous improvement.

Qualifications

• 5+ years of IT support experience with leadership responsibilities.
• At least 3 years in a Help Desk leadership role with team management.
• Proven ability to mentor staff and drive process improvements.

Responsibilities

• Lead and develop an internal Help Desk team supporting ~600 employees.
• Oversee ticket quality, performance metrics, and service levels.
• Act as primary escalation point for complex issues with IT and vendors.
• Conduct one-on-one meetings, performance reviews, and training.
• Create and improve Help Desk processes, SOPs, knowledge bases, and training.
• Support onboarding/offboarding with account and access provisioning.
• Manage hardware asset tracking and procurement.
• Collaborate with IT Director on staffing and service standards.

Skills

IT leadership

People management

Mentoring

Escalation management

Service desk operations

Quality assurance

Data analysis

Job description

Are you an experienced IT support leader who is passionate about helping others succeed? We're looking for a Help Desk Manager with 5+ years of experience to lead and develop our internal Help Desk team supporting approximately 600 employees across the organization. In this highly visible role, you'll ensure our employees receive fast, professional, and effective technical support while overseeing day-to-day service desk operations, including ticket quality assurance, escalation management, team performance, and continuous process improvement. You'll serve as the primary point of accountability for service desk excellence, partnering closely with the IT Director to shape support processes, staffing strategies, and service standards. If you thrive on mentoring teams, solving complex challenges, and creating exceptional customer experiences through empathy, accountability, and leadership, we'd love to have you help drive the future of IT support within our organization.

• You led and developed a Help Desk team, ensuring exceptional support for employees while maintaining adequate coverage during business and after-hours operations.
• You oversaw ticket quality, performance metrics, and service levels, leveraging data and trend analysis to drive continuous improvement and enhance the end‑user experience.
• You served as the primary escalation point for complex technical issues, partnering with internal IT teams and external vendors to ensure timely resolution and effective communication.
• You conducted one‑on‑one meetings, performance reviews, and training initiatives, helping team members grow both technically and professionally.
• You created, maintained, and improved Help Desk processes, standard operating procedures, knowledge base articles, and end‑user training resources.
• You supported employee onboarding and offboarding activities, ensuring accounts, equipment, and system access were provisioned accurately and efficiently.
• You managed hardware asset tracking and procurement while contributing to IT projects that improved Help Desk operations and organizational effectiveness.
• You utilized your 5+ years of IT support experience, including at least 3 years in a Help Desk leadership role, to successfully manage technical teams, provide escalation support, enforce quality standards, and deliver outstanding customer service.

Benefits Of Being a Full Time Choate Employee Owner

• 100% Employee Owned Company with Employee Stock Ownership Plan (ESOP)
• Medical Coverage Options: Surest, a copay plan, or High Deductible Health Plan with a Health Savings Account; Dental & Vision Coverage
• Flexible Spending Accounts (Medical & Dependent)
• Basic Life & AD&D Insurance
• 401k Profit Sharing Plan
• Paid Time Off (PTO) Policy
• Short-Term & Long-Term Disability
• College Student Debt Reduction Program
• Employee Assistance & Financial Wellness Programs
• Employee Referral Program
• Charitable Contribution Matching ($1,000 per year per employee)
• Stewardship Day (Community Volunteering)

One additional benefit Choate offers which cannot be understated is a safe working environment. Whether working in the office or at a jobsite, it is our goal to elevate safety standards and ensure everyone goes home safely – and more safety conscious – at the end of each day.

Choate is a Drug Free Workplace and pre‑employment drug screening in required for all new hires.

Choate Construction is an Equal Opportunity Employer and is committed to providing a safe work environment and to fostering the well‑being and health of its employees.

The above description covers the principal duties and responsibilities of the job. The description shall not, however, be construed as a complete listing of all miscellaneous, incidental, or similar duties which may be required from day‑to‑day. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.