Acumed LLC
As a part of the global industrial organization Marmon Holdings-which is backed by Berkshire Hathaway-you'll be doing things that matter, leading at every level, and winning a better way. We're committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone's empowered to be their best.
Job ScopeThe IT Helpdesk Manager is responsible for leading day-to-day IT operations across global offices, delivering reliable, secure, and high-quality end-user support. This role ensures operational excellence, system availability, and a positive employee technology experience while enabling productivity through modern workplace tools.
This position manages internal and external service desk resources and partners closely with network and infrastructure teams to support on-prem and cloud environments. A core focus of the role is driving adoption, effective use, and ongoing support of the Microsoft 365 ecosystem, including Copilot, Teams, SharePoint, Outlook, Word, Excel, PowerPoint, and Power BI.
The IT Helpdesk Manager owns ITIL-aligned service management processes, service level agreements, and operational metrics. The role develops IT policies and standards, oversees endpoint asset lifecycle and vendor relationships, supports disaster recovery readiness, and provides leadership and mentorship to IT helpdesk staff.
Responsibilities- Lead global service desk operations to ensure timely issue resolution and high customer satisfaction
- Own and improve ITIL processes (Incident, Request, Problem, Change), SLAs, KPIs, and service quality
- Drive implementation, adoption, training, and support of Microsoft 365 productivity tools
- Deliver end-user training, documentation, and communications on IT initiatives
- Manage desktop hardware and software standards, testing, deployments, and upgrades
- Hire, mentor, and develop IT helpdesk staff; promote a customer-focused service culture
- Improve efficiency through automation, process optimization, and performance analysis
- Manage endpoint asset lifecycle, including procurement and inventory
- Oversee vendor relationships for IT hardware, software, and services
- Support disaster recovery and business continuity planning
- Partner with infrastructure teams on networking, cloud services, and Active Directory
Qualifications- Bachelor's degree in Computer Science, Information Technology, or related field
- 7-10 years of IT experience, including 5+ years in IT operations leadership roles
- Strong knowledge of IT operations, networking, security, and ITIL practices
- Experience leading service desk teams and improving end-user experience
- Excellent leadership, communication, and problem-solving skills
- Detail-oriented with the ability to thrive in a fast-paced environment
- Customer-focused mindset and strong team-based work ethic
Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.
We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to , and please be sure to include the title and the location of the position for which you are applying.
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