Help Desk Manager


Folience, an Iowa-based, ESOP-owned holding company, is seeking a Help Desk Manager to join our Shared Services Technology team. We are looking for an experienced technician to oversee our help desk and provide oversight in the technical support to our clients. You will be responsible for recruiting, training, supporting, and leading your team. You will also be required to manage ticket escalation and resolve any technical issues in partnership with our infrastructure and business unit teams. 

The Help Desk Manager will:

  • Ensures team members are trained and coached on effective methods to research, troubleshoot, and resolve employee technical issues.  
  • Implements and utilizes help desk systems and tools to identify, document, track, and resolve reported problems.  
  • Identifies and gathers key metrics to analyze the help desk performance and identify problem areas.  
  • May act as the escalation point and facilitator for severe, critical, and unique issues.  
  • Ensures team members keep documentation and important procedures up-to-date so they are followed and contain accurate information. 
  • Assists with overflow tickets and phone calls during periods of staffing shortages. 
  • Performs analysis, tracking, and recommendations on computer system replacements during capital improvement projects for employee endpoints.  
  • Participates in vulnerability management remediation projects to assist in scheduling and updating of vulnerable software. 
  • Establish best practices and procedure updates through the entire technical support process.  
  • Participates in on-call rotation for afterhours calls that may occur for emergency situations. 
  • Being aware of and managing the costs of running the help desk. 
  • Other duties as assigned, per the needs of the business.  

The position requires two years’ experience in technical support or manager roles, with hands on experience in help desk and remote-control software. 

At Folience, we provide sound, long-term support to our corporate family. In 2012 we transitioned from a partial ownership structure to 100% ESOP owned.  The ESOP trust holds shares of the company for benefit of employee participants.  

Our company is recognized as a respectable business and a long-standing community partner. Our portfolio of companies is comprised of many successful businesses - Life Line Emergency Vehicles, Cimarron Trailers, The Gazette, and The Southeast Iowa Union Newspaper Group. As a company we believe our purpose is to grow business through growing people. 
EOE. Pre-employment drug screen and background check required. 

Job ID: 81466

Posted 26 days ago

Share This Job