IT Manager, Help Desk

Odom•Vancouver, WA

7d•Hybrid

About The Position

The IT Manager, Help Desk leads The Odom Corporation’s enterprise service desk and end-user technology support function. The role is accountable for delivering reliable, high-quality, customer-facing Tier 1 and Tier 2 support and ensuring that systems, devices, and access enable business productivity across corporate, warehouse, field, and remote environments. This leader drives service excellence through strong team leadership, disciplined service management, and data-driven continuous improvement while partnering cross-functionally to resolve issues, address root causes, and improve the end-user experience.

Requirements

8–10+ years of progressive experience in IT support, service desk operations, end-user technology, or IT operations, including at least 5 years supervising or managing technical support staff.
Demonstrated experience leading technical support teams, preferably in distributed environments.
Technical degree in a computer-related field or equivalent work experience required.
Strong experience administering or leading an ITSM/ticketing platforms and service management processes
Deep understanding of Microsoft 365 ecosystem, identity/access management, and modern endpoint support.
Experience with user lifecycle management and access governance.
Strong communication, analytical, management, and organizational skills.

Nice To Haves

Experience with Freshservice or similar ITSM platforms.
Experience with endpoint lifecycle management, Intune, and Autopilot.
Familiarity with automation and scripting tools (Freshservice workflows, Power Automate, PowerShell, etc).
ITIL certification or equivalent practical experience.

Responsibilities

Lead day-to-day Help Desk team operations, including staff supervision, coaching, scheduling, work assignments, performance feedback, vendor coordination, ticket queues, escalations, backlog, SLAs, service quality, and customer satisfaction.
Build and develop a high-performing, customer-focused support team through coaching, accountability, and clear expectations.
Serve as the primary escalation and coordination point for complex end-user technology issues and coordinate cross-functional efforts.
Own and continuously improve Help Desk service management processes, including Freshservice configuration, ticket categorization, queues, workflows, service catalog items, approvals, dashboards, metrics, knowledge articles, automation, self-service, and AI-enabled support options such as Copilot/Copilot Studio where assigned.
Use service data to identify trends, chronic issues, top call drivers, root causes, and opportunities to reduce avoidable tickets, improve first-contact resolution, and strengthen the end-user support experience.
Ensure effective support for current platforms and tools, including Microsoft 365, Teams, SharePoint/OdomNet, OneDrive, Entra ID/Azure AD, Intune/Endpoint Manager, Windows Autopilot, Self-Service Password Reset, Freshservice, UKG, Encompass, PrinterLogic, CodeTwo, ScreenCloud, and other business systems.
Coordinate Help Desk readiness and coverage for operational events including warehouse moves, system implementations, and business changes.
Maintain Help Desk documentation, SOPs, knowledge articles, user instructions, technical reference materials, and training plans for both Help Desk staff and end users.
Ensure Help Desk tickets and related tasks are appropriately documented, including request details, approvals, troubleshooting notes, resolution steps, and follow-up actions.