IT Help Desk Lead — Service Delivery & ITSM

MacAllister Machinery Co., Inc.; Indianapolis (IN); On-site; USD 90,000 - 120,000; Full time

Job summary

MacAllister Machinery Co., Inc. is seeking a Manager – Help Desk to lead end-user support services and own ITSM processes. This role drives service performance, user satisfaction, and continuous improvement while collaborating with Infrastructure and Security teams.

The position requires 8+ years in IT help desk, 5+ years in management, and strong knowledge of IT systems and the Microsoft ecosystem. You will manage SLAs, coach staff, and coordinate major incident responses.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field; or equivalent work experience.
• 8+ years of IT help desk or technical support experience.
• 5+ years of supervisory or managerial experience in IT help desk or technical support management.
• Proficient knowledge of IT systems, networks, hardware, software, and applications.
• Proficient knowledge of the Microsoft ecosystem (Teams, SharePoint, Dynamics Customer Service, Dynamics CRM).
• Proven experience in leading and developing IT help desk staff.

Responsibilities

• Own end-user support services as a formal service, including strategy, roadmap, standards, and continuous maturation of service delivery capabilities.
• Own and manage IT Service Management (ITSM) processes, including incident management, request fulfillment, knowledge management, and service catalog governance.
• Own the measurement and continuous improvement of end-user experience, including user feedback programs and adoption metrics.
• Define, track, and report on SLAs, KPIs, and service metrics aligned to IT and business objectives.
• Lead day-to-day support operations, managing service performance through SLAs, KPIs, trends, and user feedback.
• Lead end-user communication and readiness for system changes, outages, and new service deployments.
• Oversee and optimize support platforms, including ticketing systems, knowledge management, and self-service capabilities.
• Partner with Infrastructure and Security & Microsoft Platforms teams to coordinate escalations and facilitate resolution.
• Lead user enablement, communication, and training initiatives to improve technology adoption and reduce support demand.
• Manage vendor relationships, staffing models, and support-related resources while contributing to planning and forecasting.
• Serve as the incident coordinator for major incidents, managing communication, ticket orchestration, and stakeholder updates.
• Act as a hands-on working manager during high-volume periods and critical incidents to maintain service levels.

Skills

Team leadership

ITSM

Incident management

Communication

Customer focus

Problem solving

Education

Bachelor degree in CS/IT or related field

Tools

Microsoft Teams

SharePoint

Dynamics CRM

Job description

MacAllister Machinery Co., Inc. is seeking a Manager – Help Desk to lead end-user support services and own ITSM processes. This role drives service performance, user satisfaction, and continuous improvement while collaborating with Infrastructure and Security teams.

The position requires 8+ years in IT help desk, 5+ years in management, and strong knowledge of IT systems and the Microsoft ecosystem. You will manage SLAs, coach staff, and coordinate major incident responses.