Help Desk Manager: Lead, Automate & Elevate IT Support

DSG Supply; Fargo (ND); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

ESOP

PTO & leave

Comprehensive benefits

401(k) with match

Employee discounts

Volunteer hours

Job summary

DSG Supply is seeking a Help Desk Manager to lead the DSG IT Help Desk, ensuring high-quality end-user support and ongoing service improvements. This exempt, full-time role requires coaching a team, managing SLAs, and driving automation to enhance efficiency.

The manager will oversee ticket management, escalation, and knowledge management while collaborating with IT leadership to meet cybersecurity and business objectives. On-site in Fargo, ND with standard business hours.

Qualifications

• Strong leadership, coaching, and team development skills.
• Proven ability to lead a help desk or service desk function.
• Solid interpersonal and communication skills with a customer care focus.

Responsibilities

• Lead, coach, and develop the Help Desk team for strong technical capability and customer service.
• Oversee daily operations, ticket intake, prioritization, triage, and escalation processes.
• Define KPIs, report on performance, and maintain SOPs and knowledge base.
• Drive automation and AI-driven improvements to reduce tickets and improve resolution times.
• Collaborate with IT leadership to align priorities with business goals and security requirements.
• Participate in IT projects to ensure support readiness and proper documentation.

Skills

Leadership

Coaching

Team development

Customer service

KPI tracking

Root-cause analysis

Tools

Microsoft 365 admin

PowerShell

Microsoft Graph

Azure Active Directory

ITSM tools

End-user support

Job description

DSG Supply is seeking a Help Desk Manager to lead the DSG IT Help Desk, ensuring high-quality end-user support and ongoing service improvements. This exempt, full-time role requires coaching a team, managing SLAs, and driving automation to enhance efficiency.

The manager will oversee ticket management, escalation, and knowledge management while collaborating with IT leadership to meet cybersecurity and business objectives. On-site in Fargo, ND with standard business hours.