IT Helpdesk Manager - Lead Support & Service Delivery

Motion & Flow Control Products, Inc.; Littleton (CO); Hybrid; USD 88,000 - 105,000; Full time

Job summary

Motion & Flow Control Products, Inc. is seeking an IT Helpdesk Support Manager to lead the day-to-day operations of the helpdesk across multiple locations. You will supervise staff, manage ticketing and workflows, and address escalated issues while ensuring reliable service delivery and documentation.

The role combines hands-on technical support with frontline people leadership, requiring 5–8 years in IT support and 2-4 years of supervisory experience. Hybrid work with travel is expected.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and relevant work experience.
• Typically requires 5–8 years of progressively responsible IT support experience, including 2-4 years coordinating or leading the work of others; prior formal supervisory experience is preferred.
• Working knowledge of helpdesk operations, end‑user hardware and software support, ticket management practices, and standard IT service procedures.

Responsibilities

• Supervise the daily work of helpdesk support staff by monitoring and assisting with ticketing and workload, providing coaching, and promoting responsive customer service.
• Oversee support for end‑user hardware, peripherals, and workplace technology, including desktops, laptops, tablets, monitors, printers, headsets, copiers, phones, and other connected devices.
• Troubleshoot and resolve escalated technical issues and ensure support requests are logged, tracked, prioritized, and closed in a timely manner.
• Manage user account setup and access for new hires and existing employees across approved corporate tools, systems, and software.
• Maintain inventory, asset tracking, and device lifecycle records, and assist with approved IT equipment purchasing, testing, and deployment.
• Develop, update, and maintain helpdesk procedures, installation instructions, and support documentation to improve consistency and service efficiency.
• Administer approved software licensing and distribution and support key business applications, print devices, phone systems, and related end‑user technologies.
• Support compliance with company cybersecurity, safety, and operational procedures, including appropriate follow-through with external vendors or service providers when needed.
• Monitor team performance and internal customer satisfaction, identify process improvement opportunities, and recommend practical changes to enhance departmental effectiveness.

Skills

Supervise helpdesk team

Ticket management

End-user hardware support

Customer service

IT troubleshooting

Communication

Education

Bachelor’s degree in IT, CS, or related field

Tools

Microsoft Office

Job description

Motion & Flow Control Products, Inc. is seeking an IT Helpdesk Support Manager to lead the day-to-day operations of the helpdesk across multiple locations. You will supervise staff, manage ticketing and workflows, and address escalated issues while ensuring reliable service delivery and documentation.

The role combines hands-on technical support with frontline people leadership, requiring 5–8 years in IT support and 2-4 years of supervisory experience. Hybrid work with travel is expected.