IT Services Manager: Lead Help Desk & Process Innovation

Ultipro; Baton Rouge, Northern (LA, KY); Hybrid; USD 85,000 - 120,000; Full time

Benefits offered by this job

ESOP

Competitive Pay

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Paid Time Off

Job summary

AWC in Baton Rouge, LA is seeking an IT Services Manager to lead our on-site IT support team. This role focuses on improving existing processes, delivering outstanding IT services, and driving measurable results across the organization.

You will oversee help desk operations, partner with IT Infrastructure, and ensure projects are completed with a customer-centric approach. A strong background in IT leadership and service delivery is essential.

Qualifications

• 5+ years of IT support experience or equivalent degree in IT/Computer Science with leadership experience
• Proven expertise in Microsoft 365, Active Directory, Entra, networking fundamentals, and troubleshooting
• Experience leading a support organization while improving systems, processes and people behind it
• Strong communication skills and leadership presence
• Experience designing or re-engineering IT support and ticketing systems with demonstrated results
• Experience with IT asset management, purchasing, and software/hardware inventory
• Growth mindset with coaching ability and willingness to learn

Responsibilities

• Lead the IT services team to deliver excellent IT support and customer service
• Define and implement improvements to processes, workflows, and SLAs
• Design and optimize ticketing workflows, escalation paths, and prioritization
• Provide advanced technical support across hardware, OS, Microsoft 365, AD, networking, and SaaS
• Manage asset lifecycle, inventory, licenses, warranties, and refresh cycles
• Own onboarding and offboarding processes and continuously improve user experience
• Evaluate endpoint configuration, purchasing, and support agreements
• Own project scoping, planning, and execution of IT initiatives
• Track metrics with Freshservice dashboards and translate insights into improvements

Skills

IT leadership

Microsoft 365

Active Directory

Entra

Networking fundamentals

Communication

Project management

Education

Bachelor's degree in IT/Computer Science

Tools

Freshservice

Job description

AWC in Baton Rouge, LA is seeking an IT Services Manager to lead our on-site IT support team. This role focuses on improving existing processes, delivering outstanding IT services, and driving measurable results across the organization.

You will oversee help desk operations, partner with IT Infrastructure, and ensure projects are completed with a customer-centric approach. A strong background in IT leadership and service delivery is essential.