IT Help Desk Manager

You're a helpdesk and service delivery leader with a passion for leading teams and recognized for bringing high standards and a thoughtful approach to letting technology work for the business. You desire a culture where you're surrounded by talented, collaborative and kind colleagues who take pride in their work. Discover a career designed to be different.

Join Room & Board's dedicated Technology Services team, where you'll play a pivotal role as IT Support / Helpdesk Supervisor. Our Technology Services team, comprised of skilled desktop engineers, support technicians, systems engineers, network engineers, project managers, and interns (15± staff members in total), is dedicated to providing robust infrastructure and user support to empower over 1,000 staff members nationwide in utilizing our technology and applications effectively.

As the IT Support / Helpdesk Supervisor, you will report directly to the Director of Technology Services. You will lead the delivery of quality technical support and provide guidance to a team consisting of two full-time staff members and two rotating interns in the End User Support team. You will build strong relationships with our business partners and work closely with our broader technology teams (e.g., business systems, web development, etc.). By leveraging your in-depth knowledge of our business and technology landscape, and fostering strong relationships with our business partners, you will ensure timely and consistent issue resolution, drive operational excellence, and enhance the user experience across the organization.

Work Location:

4600 Olson Memorial Highway, Golden Valley, MN (off Hwy 100 & 55)

This leadership role requires working in the office for 4 days each week, with 1 day designated for remote work. Additionally, there is a reasonable on-call requirement associated with this role.
This is not a full-time remote position. 

You’ll share your talents in the following ways as an IT Support / Helpdesk Supervisor:

• Lead the Technology Support / Helpdesk Team and develop skill sets and processes by balancing both team and individual priorities.

• Ensure that the Technology Support / Helpdesk Team provides users with the support, resources and information needed in a timely manner, while consistently meeting standards.

• Actively manage incident and change management processes including resolution of escalated issues and emergency outages through completion.

• Manage our ticketing application using technical, business and process knowledge to define best practices and plan for future enhancements.

• Measure and assess performance and service provided by the Information Technology team to end users.

• Provide operational support for our broader Information Technology team.

• Develop, maintain and ensure adherence to internal processes, procedures, and documentation

• Collaborate with partners to determine timelines, resources and communication of technology projects including system and software upgrades and migrations

You embody these core attributes and qualities as an IT Support / Helpdesk Supervisor:

• Collaborative & Curious Leader: You foster teamwork, actively engaging with IT resources to deliver exceptional services and resolve issues. Your inquisitive nature sparks innovation, while your knowledge-sharing mindset strengthens the team.
• Trusted Business Partner: You seamlessly integrate with our business areas, demonstrating a deep understanding of their needs and staying informed about our business initiatives. By leveraging technology strategically, you drive impactful outcomes that align with our organizational goals and enhance overall performance.
• SLA Management Expert: You excel at defining and managing SLAs, ensuring timely and effective issue resolution.
• Analytical Problem-Solver: You tackle challenges with a blend of analytical thinking, creativity, and collaboration, consistently finding effective solutions.
• High Standards Advocate: You champion excellence in service delivery by upholding high standards. You prioritize thorough documentation and knowledge sharing to ensure consistency and maintain a high level of quality.
• Customer-Service Mindset: You bring a passion for technology with an understanding of the impact of system changes and outages on the user experience.

Additionally, you'll bring the following experience and demonstrated skills as an IT Support / Helpdesk Supervisor:End User Support Technician2)

• 5+ years’ experience working as an IT Support Supervisor or similar role required, with at least 3 years’ experience leading a helpdesk team.
• Associates degree computer science, technology or extensive helpdesk experience with a technical certification.
• Possesses a strong understanding of IT Service Management (ITSM) and IT Infrastructure Library (ITIL) principles, with the ability to effectively apply these concepts to improve service delivery and operational efficiency.
• Proven experience in mentoring and enhancing the technical and operational skillsets of team members and peers, with a focus on IT best practices.
• Experience defining, implementing, and ensuring compliance to SLAs, processes and procedures
• Understands the impact of system changes and outages on the user experience.
• Strong relationship-building, collaboration, and problem-solving skills.
• Demonstrates a proactive approach to staying informed about our business initiatives, emerging technologies, and industry best practices.
• Strong written and verbal communication skills including presentation and meeting facilitation

What you’ll find working here as an IT / Technology Support Supervisor:

• Salary: $85,000.00 - $100,000.00 / yr.
• Benefits that focus on holistic well-being. The whole person matters, not just the one who shows up for work. That’s why we invest in holistic well-being that supports and encourages you to live a full life. Besides a competitive paycheck, we offer several awesome perks to help you thrive in every aspect of life. Picture this: three weeks of paid vacation, a generous 401(k) match, profit-sharing, and a whole bunch of cool extras. We're talking about benefits that cover you from head to toe – physically, emotionally, and financially. To view all benefits offered by Room & Board, please visit:  https://www.roomandboard.com/careers/benefits-wellbeing.ftl
• Meaningful work. We create a meaningful work experience by empowering everyone to contribute, taking pride in everything we do, and making the world sustainable, inclusive and beautiful. To learn more about our company and culture, please visit: https://www.roomandboard.com/careers/get-to-know-us
• A culture of respect. We sustain a culture of respect by relying on our shared values, building supportive and kind teams, and ensuring all voices are heard and celebrated. To learn more, please visit https://www.roomandboard.com/careers/get-to-know-us/culture-of-respect

Application Deadline: The position will remain open until filled; there is no specified deadline.

Room & Board is a modern furniture and home decor retailer committed to creating beautiful, well-made products while providing exceptional customer service. Our mission is to help people create homes they love through timeless designs, sustainable practices, and a focus on quality craftsmanship. Visit https://www.roomandboard.com/about-us to learn more.

Room & Board is an equal employment opportunity employer. Our policy is not to unlawfully discriminate against any applicant or staff member on the basis of age, race, color, sex, sexual orientation, gender identity or expression, religion, national origin, disability, or any other consideration made unlawful by applicable federal, state, or local laws. We also prohibit harassment of applicants and staff members based on any protected category, characteristic or status. It is also our policy to comply with all applicable state, federal and local laws respecting consideration of unemployment status in making hiring decisions.

Discover a career designed to be different.

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