IT Help Desk Manager

Mosaic; Omaha (NE); On-site; USD 65,000 - 90,000; Full time

Job summary

Mosaic is seeking an IT Help Desk Manager to lead our Tier 1 support team in Omaha. You will champion the end-user experience, mentor staff, and drive operational excellence aligned with Mosaic values. This role emphasizes proactive training, knowledge sharing, and data-driven service improvements.

Ideal candidates have 3+ years in IT help desk leadership, solid MS Office and ticketing software skills, and a strong ITIL mindset to optimize performance and user satisfaction.

Qualifications

• Bachelor of Science in Information Technology or related field.
• Minimum 3 years IT help desk experience; prior team management preferred.
• Proficient with Microsoft products, help desk software, and Linux/LibreOffice.
• Familiar with ITIL metrics and data-driven decision making.
• Excellent communication, coaching, and empathy for end users.

Responsibilities

• Lead and develop the help desk team to maximize employee engagement.
• Oversee daily operations and ensure SLA compliance.
• Monitor ITIL metrics and drive proactive service improvements.
• Improve self-service tools and expand the knowledge base.
• Design and deliver end-user training to boost confidence.

Skills

Team Leadership

Talent Development

Operational Excellence

SLA Management

ITIL Metrics

Knowledge Sharing

End-User Training

Communication

Coaching

Education

Bachelor of Science in IT

Tools

MS Office

Help Desk Software

Ticketing System

Job description

Empower People. Optimize Technology. Elevate Support.

At Mosaic, we are on a mission to relentlessly pursue opportunities that empower people. As part of the One Mosaic team, we create caring communities where individuals have a voice, advocacy, and a meaningful life.

We are seeking an engaging, data-informed IT Help Desk Manager to lead our Tier 1 support team. In this role, you won't just oversee ticket queues-you will serve as the champion of our workforce's technical experience, driving service excellence, empowering end-users through training, and building a high-performing team grounded in Mosaic's core values of belonging, connection, faithfulness, and grit.

Why You'll Love This Role

As the IT Help Desk Manager, you bridge the gap between our people and their technology. You will mentor support staff, optimize daily operations, and champion a culture of continuous improvement through self-service tools and proactive IT training-ensuring technology empowers our mission rather than standing in its way.

How You Will Add Value

• Team Leadership & Talent Development: Recruit, supervise, coach, and develop help desk personnel to maximize employee engagement and build a high-functioning support team.
• Operational Excellence & SLA Management: Oversee daily help desk operations, optimize ticketing processes, manage ticket resolution times, and ensure strict alignment with Service Level Agreements (SLAs).
• Metric-Driven Decisions: Monitor and report on key ITIL and help desk performance metrics to optimize team capacity, track ticket quality, and drive proactive service enhancements.
• Self-Service & Knowledge Sharing: Continually adapt our Knowledge Base and author job aides to expand customer self-service capabilities and provide agents with standard operating tools for consistent support.
• End-User IT Training & Engagement: Design and deliver proactive IT training programs and materials that build end-user confidence and foster a positive relationship between our workforce and software tools.
• Technical Problem Resolution: Serve as a resource for complex Tier 1 user issues, researching and troubleshooting technical problems to maintain seamless operations.

What You Bring to the Team

• Education: Bachelor of Science degree in Information Technology or a related field.
• Experience: Minimum 3 years of IT help desk experience. Previous team management and end-user training experience preferred.
• Technical Proficiency: Solid knowledge of Microsoft products/MS Office, help desk ticket management software, and general operating systems (Linux, LibreOffice).
• Analytical & ITIL Mindset: Familiarity with ITIL framework metrics and the ability to consume, analyze, and present operational data.
• Communication & Coaching: Outstanding critical thinking skills paired with clear, professional, and empathetic communication to present complex technical concepts to diverse audiences.