Job Description
IT Help Desk Manager Department:
- Information Technology Reports To: Vice President of Information Technology Location: Waterloo, Iowa Work Arrangement: Full-Time, On-Site FLSA Status: Exempt Position Summary The IT Help Desk Manager leads CPM's global IT Help Desk organization, ensuring exceptional customer service, operational excellence, and continuous improvement of IT support services.
- This position oversees daily Service Desk operations, develops Help Desk personnel, manages service performance, and ensures Service Level Agreements (SLAs) are achieved.
- This is a full-time, on-site leadership position based in Waterloo, Iowa.
- The successful candidate provides direct leadership and coaching to the Help Desk team while partnering with Infrastructure, Applications, Information Security, Human Resources, and business leadership.
- The role supports employees across North America, Europe, Asia, and other global locations.