DSC Manager - IT Helpdesk and Support Services

Asbury Automotive•Boston, MA

1d•$105,000 - $135,000

About The Position

The Manager of IT Helpdesk and Support Services oversees the day-to-day management and operations of the IT Support Operations team. Provides technical and logistical management and support to the IT Tier 1 Technicians to ensure they successfully deliver an exceptional IT Service Experience to Asbury Automotive Group Team Members.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
3–5 years of experience in IT support or helpdesk operations
1–3 years of experience in a leadership or supervisory role
Strong understanding of IT systems, hardware, software, and networks
Experience with ticketing systems and remote support tools
Excellent communication and customer service skills

Nice To Haves

ITIL certification or familiarity with ITIL frameworks
Experience managing SLAs and KPIs
Knowledge of cybersecurity and compliance standards
Experience in budgeting and vendor management

Responsibilities

Lead, mentor, and supervise helpdesk technicians and support staff
Manage daily helpdesk operations, schedules, and workload distribution
Ensure prompt response and resolution of incidents and service requests
Establish and enforce helpdesk policies, procedures, and service level agreements (SLAs)
Monitor ticket queues, performance metrics, and customer satisfaction
Act as escalation point for complex or critical technical issues
Coordinate with other IT teams to resolve system-wide problems
Identify recurring issues and implement root-cause solutions
Maintain and improve documentation, knowledge base, and standard operating procedures
Oversee onboarding and ongoing training for helpdesk staff
Prepare reports on helpdesk performance, trends, and improvement areas
Ensure compliance with security, data protection, and IT best practices