IT Help Desk Manager
8 days ago
Dallas
Job Description Dallas Market Center is seeking an IT Help Desk Manager to join our team! The Help Desk Manager is an onsite, hands-on role responsible for daily oversight of the Help Desk. This position ensures tickets and tasks are completed on time, provides Tier 2 support for escalated issues, and mentors Tier 1 analysts in troubleshooting and customer service. This role requires strong technical skills, leadership, and accountability to keep the Help Desk running efficiently and maintain a high level of service for end users. Key Responsibilities • Act as the primary point of escalation for Tier 1 issues; provide Tier 2 support for desktops, laptops, mobile devices, and standard applications., • Monitor daily ticket queues, ensuring tickets are assigned, tracked, and resolved promptly; prevent issues from falling through the cracks., • Provide direct coaching, feedback, and hands-on training to Tier 1 staff to improve skills and performance., • Oversee scheduling, coverage, and on-call rotations to ensure adequate support during business hours and market weekends., • Support onboarding and offboarding processes including device setup, access provisioning, and documentation., • Maintain IT asset inventory (PCs, laptops, mobile devices, peripherals) and ensure accurate records., • Ensure consistent documentation of troubleshooting steps, solutions, and Help Desk processes., • Collaborate with IT leadership and other IT teams on cross-department projects and escalations., • Deliver excellent customer service by communicating clearly, following up on open issues, and setting realistic expectations with end users., • IT Technical Support Analyst I, • High school diploma or equivalent required., • 2–4 years of end-user support experience, with at least 1 year at a Tier 2 level., • Experience supervising, mentoring, or training IT support staff., • Proficiency with Windows, macOS, iOS, and Android devices., • Knowledge of Microsoft 365, Active Directory, basic networking (TCP/IP, DNS, DHCP), and endpoint management., • Familiarity with ticketing systems and asset management tools., • Strong troubleshooting, communication, and customer service skills., • Ability to sit in an office environment for most of the day., • Ability to stand/walk for extended periods during market events., • Ability to lift up to 40 lbs.Company DescriptionDallas Market Center is a global business-to-business trade center and the leading wholesale marketplace in North America connecting retailers and interior designers with top manufacturers in home decor, furniture, gifts, lighting and fashion. Inside its dynamic, five million square foot campus near downtown Dallas, nearly 200,000 customers from all 50 states and 85 countries seek industry trends, business education and new products via open-daily showrooms and from exhibitors participating in trade events held throughout the year. Benefits -\tMedical, Dental, Vision, and Pet Insurance -\tLife and AD&D Insurance at no cost -\t401(k) with company match -\tPaid time off and holidays -\tEmployee discounts at food outlets onsite, including Starbucks -\tWellness offerings such as flu shot clinics and CPR certification -\tFree, covered parking with secure card access -\tAccess to private events such as trade shows, sample sales, and seminarsDallas Market Center is a global business-to-business trade center and the leading wholesale marketplace in North America connecting retailers and interior designers with top manufacturers in home decor, furniture, gifts, lighting and fashion. Inside its dynamic, five million square foot campus near downtown Dallas, nearly 200,000 customers from all 50 states and 85 countries seek industry trends, business education and new products via open-daily showrooms and from exhibitors participating in trade events held throughout the year.\r\n\r\nBenefits\r\n•\tMedical, Dental, Vision, and Pet Insurance\r\n•\tLife and AD&D Insurance at no cost\r\n•\t401(k) with company match\r\n•\tPaid time off and holidays\r\n•\tEmployee discounts at food outlets onsite, including Starbucks\r\n•\tWellness offerings such as flu shot clinics and CPR certification\r\n•\tFree, covered parking with secure card access\r\n•\tAccess to private events such as trade shows, sample sales, and seminars