Help Desk Manager

Description

The Dobbs Truck Group is a growth company that successfully expands our operations and customer base through a high-quality team of employees.

Dobbs Truck Group operates 25 commercial truck dealerships through two operating companies – Dobbs Peterbilt and Western Truck Center. These dealerships represent some of the best commercial truck brands including Peterbilt, Volvo, Mack, Autocar, and Hino and include locations in Arkansas, California, Louisiana, Mississippi, Oregon, Tennessee, and Washington.

We offer a competitive benefits package including medical, dental, vision, long-term disability, life insurance, and 401(k), as well as paid vacation and sick leave. Our Company is looking for long-term employees that we can invest in and grow with as we pursue our mission of being the premier commercial truck dealer group.

I. General Job Description

The Help Desk Manager combines advanced technical expertise with strong leadership and customer service skills to deliver reliable, high-quality end-user technology experience. This role serves as a trusted partner to employees by ensuring technology enables productivity, resolving complex issues effectively, and maintaining a high standard of professionalism, discretion, and responsiveness.

As the primary escalation point for technical assistance, the Help Desk Manager leads Help Desk operations while remaining hands-on in troubleshooting critical issues. The role collaborates closely with IT infrastructure teams and cross-functional partners to anticipate user needs, streamline support processes, and uphold exceptional levels of user satisfaction and trust in a fast-paced environment.

The duties described reflect the general nature of the position and additional related responsibilities may be assigned as business needs evolve.

Responsibilities

• Lead, coach, and develop the Help Desk team, ensuring effective tiered support, escalation handling, and performance accountability.
• Own and manage incidents and service requests through an ITSM platform, ensuring accountability, prioritization, and proactive communication through resolution.
• Ensure consistent adherence to IT policies, security controls, and support procedures.
• Accountable for Help Desk staffing, coverage planning, performance metrics, and continuous service improvement.
• Serve as the primary escalation point for complex or high-impact technical issues across hardware, software, networking, and collaboration platforms.
• Communicate critical incidents, outages, and resolution status to leadership and affected stakeholders.
• Provide leadership support and escalation coverage during after-hours or critical incidents, as required.
• Provide input into Help Desk vendor evaluations and technology support tool selection.
• Translate complex technical issues into clear, actionable explanations for both technical and non-technical audiences.
• Participate in on-call or after-hours support as required.
• Collaborate with IT teams on endpoint imaging, configuration standards, and application deployments.
• Proactively monitor, maintain, and troubleshoot endpoints and connectivity to minimize service disruptions.
• Identify root causes of recurring issues and implement preventative solutions.
• Develop and maintain knowledge articles, troubleshooting documentation, and workflow automation to improve efficiency and service quality.
• Support evaluation and procurement of hardware, software, and tools aligned with operational needs.

II. Minimum Job Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or related IT field with five (5) years of IT technical support management experience in roles with similar scope and responsibilities.
• Strong understanding of ITSM systems, ticket routing, queue management, documentation standards, onboarding/offboarding processes, and incident escalation processes. 
• Advanced knowledge of modern Windows operating systems (Windows 10/11), Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive, and PowerShell-based administrative tasks.
• Working knowledge of TCP/IP networking fundamentals, DHCP, DNS, LAN/WAN concepts, and VPN remote access technologies.
• Experience with remote support tools, MDM solutions (e.g., Intune, Meraki).
• Demonstrates ability to design and implement process improvements and streamline technical support workflows.
• Strong ability to communicate technical information to users with varying technical knowledge levels.
• Proven ability to solve complex IT issues efficiently while maintaining a high degree of professionalism and customer focus.
• Strong organizational, analytical, and communication skills with the ability to explain complex technical concepts to non-technical audiences.
• Reliable transportation and ability to travel to remote sites as needed.

III. Desired Job Qualifications

• Industry certifications such as:
• ITIL® 4 Foundation or higher (ITIL Managing Professional preferred)
• HDI Support Center Manager (HDSM)
• CompTIA A+, Network+, and/or Security+
• Microsoft 365 Administrator Associate
• Modern Desktop Administrator Associate
• Azure Fundamentals
• CCNA or equivalent networking certification
• Project or service management certifications such as PMP, CompTIA Project+

IV. Mental Capability Requirements

• Comprehension: Ability to understand, recall, interpret, and communicate both routine and moderately complex technical and operational information. Must be able to clearly convey instructions, procedures, and decisions to team members and end users.
• Organization: Ability to effectively organize and prioritize both personal workload and team workload on a short- to mid-term basis (longer than one month). Must be able to manage shifting priorities, competing deadlines, and multiple simultaneous support demands.
• Reasoning and Decision Making: Ability to make sound, timely, and informed decisions with a moderate to significant impact on daily operations, service delivery, and team performance. Must be able to escalate issues appropriately and apply independent judgment in resolving complex technical or customer-service challenges.
• Communication: Ability to express or exchange ideas clearly, professionally, and efficiently through spoken and written communication. Must be able to communicate with accuracy and clarity when interacting with employees, leadership, customers, and technical staff.
• Mathematics: Ability to compute, analyze, and interpret numerical data for reporting, performance tracking, inventory management, and other operational metrics.

V. Physical Demands and Work Environment

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands:

While performing the duties of this role, the employee is regularly required to sit, communicate, and use hands to operate computers, tools, and equipment. The employee is occasionally required to stand, walk, bend, reach, climb stairs, balance, kneel, crouch, or crawl to access equipment, cabling, or workspace areas. The employee must occasionally lift and move equipment or materials weighing up to 50 pounds. Specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment:

The work environment is typically an office or technology support setting with moderate noise levels. The employee is generally not exposed to outdoor weather conditions. Occasional travel to remote sites, dealerships, or operational facilities may be required to support team activities or resolve technical issues.

VI. Common Expectations of Performance for all Employees

The following includes common expectations for all employees of the Company. The evaluation of job performance will be based on these common expectations as well as the position-specific responsibilities described above.

Communications, Teamwork, and Feedback to Others

• Adhere to all policies outlined in the Employee Handbook and comply with the Company’s Employee Conduct Policy.
• Support management decisions and organizational goals through professional conduct and positive engagement.
• Remain open and receptive to new ideas, technologies, and processes regardless of their source.
• Make prudent decisions rooted in the best interests of the Company and its long-term success.

Company Loyalty Policies and Work Ethic

• Adhere to all policies outlined in the Employee Handbook and comply with the Company’s Employee Conduct Policy.
• Support management decisions and organizational goals through professional conduct and positive engagement.
• Remain open and receptive to new ideas, technologies, and processes regardless of their source.
• Make prudent decisions rooted in the best interests of the Company and its long-term success.

We are an Equal Opportunity Employer

Dobbs Truck Group operates 23 commercial truck dealerships through two operating companies – Dobbs Peterbilt and Western Truck Center.

Dobbs Peterbilt and Western Truck Center are equal opportunity employers that values a broad diversity of talent, knowledge, experience, and expertise. We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve. Dobbs Peterbilt and Western Truck Parts do not discriminate in hiring or employment on the basis of race, color, religious creed, national origin, sex, ancestry, pregnancy, genetic information, gender identity, sexual orientation, or marital status; or on the basis of age against persons whose age is 40 and over, or on the basis of physical or mental disability; or to disabled veterans or to Vietnam veterans.

We are proud to be an affirmative action employer and encourage minorities, women, individuals with disabilities, and veterans to join our team.