IT Help Desk Manager

The IT Service Supervisor / IT Help Desk Manager is responsible for leading and optimizing Rotschy’s IT service delivery function. This role oversees daily help desk operations, supervises support personnel, and ensures reliable, responsive technology support across corporate offices, field operations, and remote users.

The ideal candidate combines strong technical expertise with leadership capability, process discipline, and a service-oriented mindset.

Key Responsibilities

Service Desk Leadership

• Supervise and mentor IT support technicians and analysts.
• Manage ticket queue, workload distribution, and service performance.
• Establish and enforce SLOs and service standards.
• Conduct regular team training and performance evaluations.

Operational Management

• Oversee incident, problem, and request management processes.
• Develop and document IT service procedures and knowledge base articles.
• Track and report KPIs (response time, resolution time, customer satisfaction).
• Drive continuous improvement of service delivery processes.

End-User Support & Infrastructure Coordination

• Ensure support for:
• * Workstations, laptops, mobile devices
• Microsoft 365 and collaboration tools
• Microsoft Office, BlueBeam, AutoDesk and other software applications
• ERP systems (e.g., CMiC or similar)
• Network connectivity (office and jobsite)
• Printers, scanners, and field technology
• Conference room and collaboration systems readiness
• Coordinate escalation with infrastructure, cybersecurity, and application teams.
• Manage vendor relationships for outsourced support or hardware providers.

Asset & Lifecycle Management

• Oversee hardware/software procurement recommendations.
• Maintain asset inventory and lifecycle planning.
• Standardize desktop and mobile device deployments.

Customer Service & Communication

• Act as primary escalation point for service issues.
• Maintain strong communication with department leaders and field supervisors.
• Promote a culture of professionalism, accountability, and service excellence.

Reporting Structure

Reports to: IT Manager

Direct Reports: IT Support Technicians / Help Desk Analysts

Key Competencies

• Leadership & team development
• Ability to coach team members on both technical as well as soft skills (such as prioritization)
• Process discipline
• Customer-first mindset
• Technical troubleshooting depth
• Calm under pressure
• Ability to balance field urgency with corporate governance

Qualifications

Required

• 5+ years of IT support experience.
• 2+ years in a supervisory or lead role.
• Strong knowledge of:
• * Windows environments
• Microsoft 365
• Active Directory / Entra ID
• Endpoint management tools
• Basic networking principles
• Experience with ITSM tools and service desk metrics.
• Excellent communication and leadership skills.

Preferred

• Experience in construction, engineering, or multi-site operations.
• Familiarity with ERP systems (CMiC, Procore, Sage, Viewpoint, etc.).
• Familiarity with RMM-integrated ticketing systems (Xcitium, Kaseya, etc.).
• ITIL certification.
• Experience supporting remote jobsites and mobile workforce.
• Knowledge of cybersecurity best practices.

Company DescriptionHeavy civil General Contractor, excavation, subdivisions, utilities, lift stations, roads, highways, bridges, structural concrete, flatwork, tilt buildings, steel buildings, Since 1988