IT Help Desk Manager - Lead a High-Impact Support Team

Hastings Chamber; Omaha (NE); On-site; USD 70,000 - 110,000; Full time

Job summary

Mosaic is seeking an engaging IT Help Desk Manager to lead our Tier 1 support team. You will champion our workforce's technical experience, mentor staff, and drive service excellence through proactive training and self-service tools.

You will oversee daily operations, manage SLA adherence, and use ITIL metrics to drive improvements while building a high-performing team aligned with Mosaic’s values.

Qualifications

• Education: Bachelor of Science in Information Technology or related field.
• Experience: Minimum 3 years of IT help desk experience with prior team management and end-user training preferred.
• Technical Proficiency: Solid knowledge of Microsoft products/MS Office, help desk ticketing software, and general operating systems (Linux, LibreOffice).
• Analytical & ITIL Mindset: Familiarity with ITIL metrics and ability to analyze operational data.
• Communication & Coaching: Clear, professional, empathetic communication to explain tech concepts.

Responsibilities

• Lead and develop the Tier 1 help desk team to deliver high-quality support.
• Oversee daily operations and ensure adherence to SLAs and ticketing processes.
• Monitor key ITIL metrics and drive data-driven improvements.
• Expand self-service and knowledge sharing via knowledge base and job aids.
• Design and deliver proactive end-user IT training materials and programs.
• Troubleshoot and resolve complex Tier 1 issues to maintain seamless operations.

Skills

Team Leadership

Training & Coaching

Communication

ITIL Metrics

Analytical Thinking

Problem Solving

Education

Bachelor of Science in Information Technology

Tools

Microsoft Office

Help Desk Software

Linux

LibreOffice

Job description

Mosaic is seeking an engaging IT Help Desk Manager to lead our Tier 1 support team. You will champion our workforce's technical experience, mentor staff, and drive service excellence through proactive training and self-service tools.

You will oversee daily operations, manage SLA adherence, and use ITIL metrics to drive improvements while building a high-performing team aligned with Mosaic’s values.