IT Help Desk Manager: People-First Support Leader

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

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.