IT Help Desk Manager

Davenport & Company LLC•Richmond, VA

1d•Onsite

About The Position

The IT Help Desk Manager is responsible for leading all end-user support operations at Davenport & Company, ensuring consistent delivery of high-quality, responsive, and secure IT services. This role oversees Help Desk personnel, manages service performance, and drives continuous improvement of support processes to enhance the overall customer experience for both employees and clients. The Manager serves as both a technical leader and operational owner of Help Desk services, ensuring alignment with business objectives, regulatory requirements, and IT best practices.

Requirements

Bachelor’s degree in Information Systems, Information Technology, or a related field, or equivalent experience
Minimum 3 years of direct managerial or supervisory experience
Minimum 5 years of Help Desk or end-user support experience in a professional environment
Strong technical proficiency with Windows-based endpoints and common enterprise applications
Demonstrated experience managing service delivery, metrics, and operational performance
Strong organizational, analytical, and problem-solving skills
Excellent communication and interpersonal skills, with a focus on customer service
Experience working within structured ticketing/workflow systems
Ability to coordinate multiple priorities in a fast-paced environment
Professional demeanor

Nice To Haves

ITIL Foundation certification or equivalent experience with IT service management frameworks
Experience in financial services or other regulated industries
Familiarity with endpoint management tools and asset management systems
Exposure to networking concepts, VPN technologies, and Cisco-based systems
Experience managing distributed or multi-location support environments

Responsibilities

Lead and manage Help Desk Technicians and interns, providing direction, coaching, and performance management
Conduct hiring, onboarding, training, and ongoing professional development of staff
Establish staffing plans to ensure appropriate coverage for 7am–7pm daily service hours and on-call rotation
Foster a customer-first culture focused on responsiveness, professionalism, and service excellence
Own and manage Help Desk service delivery, including SLAs, KPIs, and overall service quality
Monitor and report on service performance metrics (e.g., response time, resolution time, backlog, customer satisfaction)
Develop and lead service improvement initiatives based on data and user feedback
Ensure consistent execution of ticket handling processes, prioritization, and escalation procedures
Lead the response to major incidents, including communication, coordination, and resolution
Conduct root cause analysis on recurring issues and implement preventive measures
Partner with Infrastructure, Security, and Development teams to resolve systemic issues
Administer and optimize the Help Desk ticketing/workflow system
Define and enforce standards for ticket documentation, categorization, and lifecycle management
Develop and maintain knowledge base content and self-service resources to improve efficiency
Promote a high level of customer satisfaction through effective communication and support delivery
Establish feedback mechanisms (e.g., surveys) to measure user satisfaction and identify improvement opportunities
Build strong relationships with business units to understand and support operational needs
Ensure Help Desk operations align with company security policies and regulatory requirements
Support endpoint security practices, including patching, encryption, and access controls
Coordinate with Information Security on incident response, compliance audits, and risk mitigation efforts
Oversee adherence to asset management and secure device disposal procedures
Oversee procurement and lifecycle management of end-user hardware and related assets
Coordinate support activities with third-party vendors and service providers
Contribute to budgeting and planning for Help Desk-related tools, systems, and equipment
Act as the primary liaison between the Help Desk and other IT teams
Provide regular updates and reporting to the CTO and senior leadership
Lead service review meetings and communicate trends, risks, and improvement plans