IT Support Desk Manager

Job Title: IT Support Desk Manager

Position SummaryThe IT Support Desk Manager leads the day-to-day operations of the help desk function, ensuring timely, high-quality technical support for all end users. This role is responsible for managing and developing the desktop support team, maintaining hardware and software standards, and driving continuous improvement in support processes. A commitment to delivering outstanding user experiences and fostering strong internal partnerships is central to this position.

Duties and Responsibilities:

Team Leadership & Development

Lead, coach, and mentor the help desk team to ensure effective resolution of user support needs.

Conduct regular development conversations and check-ins and annual performance reviews for assigned staff.

Oversee training, succession planning, and professional growth for help desk associates. End-User Support Oversight

Manage and advance first- and second-level support for service requests and computing issues.

Provide hands-on assistance with support needs as necessary to ensure timely resolution.

Ensure a high level of customer service and user satisfaction through continuous improvement of support processes. Operational Management

Monitor and maintain hardware and software, including workstations, laptops, printers, and scanners.

Create, maintain, and regularly update standard operating procedures and the support knowledgebase.

Track and manage IT inventory, identifying opportunities for cost savings and efficiency. Collaboration & Communication

Build and maintain strong partnerships across departments to support organizational goals.

Communicate effectively with stakeholders at all levels to provide updates, resolve issues, and gather feedback.

Proactively identify areas for improvement and implement solutions to enhance team performance and support delivery. Requirements:

Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)

5+ years of experience in IT support, with at least 2 years in a leadership or supervisory role

Knowledge of IT service desk tools and best practices

Strong communication and reporting skills

Demonstrated acumen in escalation support for tier 1 & 2 associates

Excellent analytical and troubleshooting skills

Ability to work under pressure

PowerShell and group policy experience

Effective time management, metric tracking and service level agreement enforcement

Ability to work extended hours and/or weekend support

Collaborate with department managers during projects and extended service requests

Associate coaching and development experience

Valid Driver's License What we can offer you:

Medical, dental, vision, STD, LTD, Life insurance, etc.

17 days paid time off, 11 paid holidays and bereavement leave

Education Assistance Program

Paid Parental Bonding Leave

Wellness benefits

Life event coverage

Service awards

Financial benefits including 401(k) match, stock purchase plan and more

Great deals on both national and local discounts on everything from computers and vacations to phones and retail shopping.

Logo wear discounts

Free checking account, checks and discounted bank services

This position will be located at:

430 North Hamilton Road

Whitehall, Ohio, 43213

United States

About Us:Heartland Bank, a Division of German American Bancorp, and its family of financial services companies employ talented, compassionate people throughout the organization, truly making German American special. Delivering genuine, customized, personal service with a focus on truly serving customers and communities well, our employees bring the Shield of Excellence commitment to life with each and every interaction.