Help Desk Manager: Lead, Automate & Elevate IT Support

DSG Supply; Fargo (ND); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

ESOP

PTO

Medical benefits (health/dental/vision

401(k) with employer match

Volunteer hours

Job summary

DSG Supply is seeking a Help Desk Manager to lead the help desk, provide end-user support, and drive improvements in IT service delivery across the organization. The role combines people leadership with hands-on technical guidance, focusing on Microsoft 365 administration, identity and access management, and secure, reliable technology support for employee owners.

You will modernize operations with automation, AI-enabled tools, self-service options, and strong KPI reporting to align with DSG’s

Qualifications

• Proven ability to lead a help desk team and deliver high-quality end-user support.
• Strong experience with Microsoft 365 administration, identity and access management, and security.
• Experience in implementing automation to improve service delivery and reduce ticket volumes.

Responsibilities

• Lead, coach, and develop the Help Desk team to ensure technical capability and customer service quality.
• Oversee ticket intake, prioritization, escalation, and SLA performance.
• Define and report KPIs such as response time, resolution time, and customer satisfaction.

Skills

People leadership

End-user support

M365 administration

Automation

Ticketing systems

Tools

PowerShell

Microsoft Graph

ITSM tools

Azure AD

Job description

DSG Supply is seeking a Help Desk Manager to lead the help desk, provide end-user support, and drive improvements in IT service delivery across the organization. The role combines people leadership with hands-on technical guidance, focusing on Microsoft 365 administration, identity and access management, and secure, reliable technology support for employee owners.

You will modernize operations with automation, AI-enabled tools, self-service options, and strong KPI reporting to align with DSG’s