Help Desk Manager

Job overview

The Help Desk Manager role is full-time and onsite in Waterloo, IA, supporting employees across North America, Europe, Asia, and other global locations. Compensation is not specified. CPM Holdings supplies processing equipment and engineered technologies for industries including animal feed, consumer food, green energy, advanced materials, and sustainable packaging. The manager leads global IT Help Desk operations, develops the support team, and oversees service performance and service-level commitments. The role improves employee support through effective staffing, escalation, reporting, knowledge management, and continuous improvement, while coordinating with IT and business partners.

What you'll do

• Lead, coach, and develop the global IT Help Desk team
• manage staffing, scheduling, workload, and on-call rotation
• oversee ServiceDesk Plus operations and ticket queues
• coordinate after-hours support and escalations
• maintain procedures and knowledge articles
• monitor and improve service-level metrics
• prepare KPI dashboards and reports
• manage escalated issues
• identify process and automation improvements
• support cybersecurity compliance, endpoint management, and vendor coordination.

What we're looking for

Skills & competencies

help desk manager

it service desk

team leadership

global it support

servicedesk plus

sla management

waterloo ia

cpm holdings

on-call rotation

after-hours support

kpi reporting

itil

Work arrangement

• Weekend coverage required

Benefits & perks

• Paid holidays and vacations
• 401(k)
• medical and dental insurance
• tuition assistance.

Why this role

Requires at least 10 years of progressive IT Help Desk or Service Desk experience and at least two years managing or supervising a team. The posting explicitly includes an on-call rotation and after-hours support. Benefits include paid holidays and vacations, 401(k), medical and dental insurance, and tuition assistance.

About the employer

CPM Holdings, Inc. is hiring for this role. Industry: Commercial and Service Industry Machinery Manufacturing. Sector: 33.