IT Services Manager — Help Desk Leader & Innovator

AWC, Inc.; Baton Rouge (LA); On-site; USD 95,000 - 140,000; Full time

Benefits offered by this job

ESOP

401(K) Match

Medical, Dental and Vision Insurance

Employer Paid Life Insurance

Paid Time Off and Holiday Pay

Career Development Opportunities

Job summary

AWC, Inc. in Baton Rouge, LA is seeking an IT Services Manager to lead our IT support services team and drive continuous improvement across processes, tools, and people.

You’ll shape help desk strategies, optimize ticket workflows, manage assets, and deliver exceptional customer service to internal users. This on-site role reports to our Baton Rouge office and requires 5+ years of IT support leadership, strong Microsoft 365 and Active Directory skills, and a track record of delivering measurable

Qualifications

• 5+ years IT support experience or IT/CS degree.
• Proven expertise in Microsoft 365, AD, Entra and networking.
• Ability to lead a support organization while improving systems and people.

Responsibilities

• Lead the IT support services team and improve IT delivery.
• Design and optimize ticketing workflows, SLAs, and escalation processes.
• Manage assets, onboarding/offboarding, and lifecycle planning for devices and software.
• Deliver exceptional customer service and manage IT projects.
• Use dashboards to track SLA compliance, ticket volume, and resolutions.

Skills

IT leadership

Microsoft 365

Active Directory

Entra

Networking fundamentals

Troubleshooting

Communication skills

Leadership presence

IT asset management

Staff mentoring

Education

IT/Computer Science degree

Tools

Freshservice

Job description

AWC, Inc. in Baton Rouge, LA is seeking an IT Services Manager to lead our IT support services team and drive continuous improvement across processes, tools, and people.

You’ll shape help desk strategies, optimize ticket workflows, manage assets, and deliver exceptional customer service to internal users. This on-site role reports to our Baton Rouge office and requires 5+ years of IT support leadership, strong Microsoft 365 and Active Directory skills, and a track record of delivering measurable