Help Desk Manager

Job overview

The Help Desk Manager role is onsite in Belgrade, ME. Compensation is not specified. The position supports IT operations for Hammond Lumber Company, a regional building-materials supplier and lumber retailer. The manager leads an eight-person Help Desk/Desktop Support team, oversees ticket flow and escalations, and improves service processes and accountability. The role helps employees receive effective technical support and supports store operations, acquisitions, and technology migrations.

What you'll do

• Manage and develop an eight-person Help Desk/Desktop Support team, including four Tier 1 technicians
• oversee ticket prioritization, assignment, escalation, and resolution
• serve as the technical escalation point
• improve processes, response times, documentation, and accountability
• use Zoho to improve ticket management, reporting, and workflows
• track metrics, SLAs, and ticket aging
• standardize employee hardware and improve provisioning and equipment deployment
• coordinate response to store outages
• participate in rotating after-hours/weekend on-call
• occasionally travel to store locations, acquisitions, trade shows, and company events.

What we're looking for

Skills & competencies

help desk manager

service desk

desktop support

team leadership

zoho

ticket management

itsm

on-call rotation

occasional travel

belgrade me

expert in recruitment solutions

Work arrangement

• Weekend coverage required

Why this role

Leads an eight-person support team and is accountable for improving service desk processes and ticket resolution.

About the employer

Expert In Recruitment Solutions is hiring for this role. Industry: Employment Placement Agencies. Sector: 56.