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1 result for It Manager in Waterloo, IA
- Waterloo, IA
- onsite
- Permanent / Full Time
- 0 - 0 USD / Yearly
- <p>We are looking for an experienced Help Desk Manager to lead a team of technical support professionals in Waterloo/Cedar Falls, Iowa market. This position is focused on people leadership, operational oversight, and service performance rather than hands-on troubleshooting. The ideal candidate will guide daily priorities, promote accountability, and ensure timely, high-quality responses across end-user support functions.</p><p><br></p><p>Responsibilities:</p><p>• Lead and supervise a team of 10 support employees, setting priorities, monitoring performance, and fostering a culture of accountability.</p><p>• Coordinate daily service desk operations by assigning work, balancing workloads, and ensuring ticket response expectations are met.</p><p>• Oversee support delivery across advanced end-user assistance, including escalated hardware, software, device, and connectivity issues handled by the team.</p><p>• Manage team performance related to workstation preparation, peripheral deployment, and user setup to support a productive onboarding experience.</p><p>• Ensure the team maintains reliable support for hardware validation and enterprise software installation in accordance with organizational standards.</p><p>• Direct user account administration activities, including access changes and environment provisioning within approved controls and established procedures.</p><p>• Reinforce security, privacy, and compliance expectations by ensuring support practices align with internal IT policies and licensing requirements.</p><p>• Review documentation quality and encourage the creation of clear procedures, knowledge resources, and end-user guidance materials.</p><p>• Support team participation in broader IT initiatives, including multi-site projects, assessments, and organizational expansion efforts.</p><p>• Track service metrics and reporting to evaluate responsiveness, manage expectations with internal stakeholders, and identify opportunities for improvement.</p>
- 2026-09-30T00:00:00Z