IT HelpDesk Manager

Circle Graphics is the world's foremost producer of grand and large-format digital graphics, and an industry leader in innovative products for outdoor advertising, business signage, wall decor, art reproduction, and the professional photography and art communities.

Across 407,000 square feet of manufacturing facilities in the United States, we operate over 88 grand and large-format digital printers, custom automated finishing equipment, and coating capabilities that produce recyclable printed materials up to 16 feet wide. Our prepress department processes more than 20,000 files a day using proprietary software automation tools, and we run 7 days a week to deliver extraordinary customer service, printing over 431 million square feet of material annually. We're known for industry-leading innovation paired with world-class service.

I. ROLE PURPOSE

The IT HelpDesk Manager is responsible for the day-to-day leadership of OOH's IT HelpDesk Team, ensuring reliable, responsive, and high-quality HelpDesk support across the organization. This role works cross-functionally with department leaders to align HelpDesk priorities with business needs and acts as an advocate for IT's customers – managing the people, processes, and tools that keep the IT HelpDesk Team running smoothly, and looping in other members of the IT team and outside vendors as needed to reach resolution.

II. ESSENTIAL DUTIES AND RESPONSIBILITIES

HelpDesk Service & Customer Advocacy

• Serve as an advocate for IT's customers throughout the life of a HelpDesk issue, ensuring it is driven to satisfactory resolution.
• Follow up directly with team members (both within IT and in other departments) and vendors when needed to keep resolution moving and to hold parties accountable to timelines.
• Proactively communicate status and expectations to the customer on outstanding issues, and confirm resolution meets their needs before closing.
• Establish and monitor service level agreements (SLAs) for ticket response and resolution; track and report on team performance metrics (ticket volume, resolution time, customer satisfaction).
• Act as the point of escalation for HelpDesk issues.
• Direct incident response and root-cause analysis of less-than-satisfactory HelpDesk support and drive corrective action toward continuous improvement.

HelpDesk Leadership & Development

• Model, build, and foster a high-performing, customer-service-oriented HelpDesk Team focused on positivity, respectfulness, and professionalism; set the example for responsive and proactive communication, compassionate and considerate interactions, ownership, and continuous improvement.
• Supervise and manage the IT HelpDesk platform, scheduling, and workload distribution.
• Work tickets directly alongside the team as needed, particularly during high volume, staffing gaps, or complex issues requiring higher-level troubleshooting.
• Set individual and HelpDesk Team service expectations, performance measures, and operational priorities; conduct regular performance reviews and provide ongoing feedback and professional development.
• Develop career paths and skill growth for IT HelpDesk staff.
• Recruit, hire, train, coach, and evaluate HelpDesk employees.

HelpDesk Process & Resource Management

• Develop, document, and continuously improve support processes, procedures, and standards of work.
• Manage and maintain the ticketing system and internal knowledge base, ensuring documentation stays accurate and current.
• Manage IT asset inventory (laptops, desktops, phones, peripherals, IT-managed subscriptions and licenses, etc.), including lifecycle planning and replacement scheduling.
• Contribute to and help drive IT operations improvement projects and initiatives.
• Partner with IT leadership on budgeting for HelpDesk needs.
• Support company-wide IT policy development and ensure the HelpDesk Team applies policies consistently.
• Establish and maintain regular written and in-person communications with executives, department heads, and end users regarding HelpDesk performance, incidents, and upcoming changes.

III. ADDITIONAL TASKS AND RESPONSIBILITIES

• Maintain organized, current, and accessible documentation for HelpDesk processes, procedures, systems, vendors, assets, and other operational information.
• Maintain professional reliability and schedule visibility, including punctuality for meetings and commitments, accurate calendar management, and proactive communication regarding availability, absences, or schedule changes.
• Manage and participate in an urgent on-call rotation to provide after-hours support as needed in a manufacturing environment with 24/7 operational demands.
• Working Environment and Physical Demands: typical office environment requiring prolonged sitting, some bending, stooping, and stretching; eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment; a normal range of hearing and vision to record, prepare, and communicate reports and answer the phone; and eyesight correctable to 20/20 to read numbers, reports, and computer terminals.

IV. EXPERIENCE AND EDUCATIONAL QUALIFICATIONS

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
• Minimum of five years working in a user-facing IT Support/HelpDesk role.
• Minimum of two to three years in a supervisory or team-lead capacity.
• Experience managing a ticketing system and support workflows.

V. SPECIFIC SKILLS AND COMPETENCIES

Knowledge, Skills and Abilities

• Proven experience as a HelpDesk/IT Manager or in a similar leadership role.
• Strong understanding of end-user hardware, software, and common troubleshooting practices.
• Demonstrated ability to build and manage service level agreements and support metrics.

Professional Competencies

• Strong customer-service mindset with the ability to listen, communicate effectively, and build positive relationships with users and business partners.
• Must be approachable and responsive to a variety of cross-functional teams and issues.
• Solid technical background with the ability to communicate clearly with a non-technical audience.
• Must be able to act independently to resolve problems, handle conflict, and make effective decisions under pressure.
• Ability to effectively present information and respond to questions from groups of employees, peers, and vendors.
• Excellent attention to detail and follow-through with communication and a sense of urgency for deadlines.
• Organizational skills and ability to prioritize.
• Ability to "multitask" while reassessing priorities on a continual basis.
• Effective written and verbal communication skills.