Top 5 It help desk manager Jobs in Louisville, Ky

Manager Help Desk
Boyd CAT —Louisville, KY
- $94,098.90 a year
- Weekends as needed
- Mid-level
- Office
- Supervising experience
- Wellness program
- Disability insurance
12h
Service Desk Manager for a Managed Services Provider (MSP)
Mirazon —Louisville, KY
- $95,000 - $125,000 a year
- Full-time
- Hybrid work
- Mid-level
- 3 years
- Recruiting
- Paid holidays
- Disability insurance
Quick Apply
IT Coordinator
River Road Asset Management —Louisville, KY
- Full-time
- Hybrid work
- Computer Science
- Bachelor of Science
- Mid-level
- Profit sharing
- Health savings account
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IT Co-op
Fives Intralogistics Corp. —Louisville, KY
- Temporary
- Microsoft Excel
- Microsoft Outlook
- Computer Science
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Manager Help Desk

Boyd CAT -
Louisville, KY

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Job Details

Full-time
$94,098.90 a year
12 hours ago

Benefits

Wellness program
Disability insurance
Health insurance
Dental insurance
Paid time off
Vision insurance
401(k) matching
Life insurance

Qualifications

Knowledge management
Managing technical support teams
Confidential information handling
Team member evaluation
Managing teams in a customer support role
Team leadership
Coaching
Incident management software
Performance feedback (performance evaluation method)
Metrics Reporting
Incident Escalation
Team development
Key Performance Indicators
Supervising experience
Mentoring
Management reporting
Typing
Grammar Experience
Ticketing system technical support

Full Job Description

DESCRIPTION:

The most important reason Boyd Company has been able to thrive for over a combined 150 years is our people. Each day, our team strives to adhere to the core values of integrity, commitment, excellence, and service that have sustained our company through the decades. Our focus is to hire the most qualified applicants, provide them with the tools and training they need to succeed, and support them throughout their careers. As the Help Desk Manager at Boyd Company, you will provide dedicated, hands-on leadership for the Help Desk team that serves as the front line of our Information Services department. You will manage the daily work of the Help Desk staff, coach and develop technicians, review ticket quality, track performance metrics, and continuously improve the processes and platforms that support service delivery, identity lifecycle management, phishing response, and security awareness. This is a role for someone who wants to lead people and improve systems — not simply supervise tickets after they are created. If you enjoy building strong teams, refining workflows, and finding automation opportunities that make support faster and more consistent, then this is the job for you!

REQUIREMENTS:

Previous experience in a Help Desk, service desk, or technical support environment, including experience leading, supervising, mentoring, or serving as a senior resource for a support team.
Possess effective communication skills, including:
- Maintaining a tolerant and patient disposition while working with users and team members. Be empathetic to their situation and understand that our job is to help.
- Proficient typing skills and the ability to use proper grammar. You will be creating, reviewing, and updating tickets and documentation regularly. It is important to document clearly so that users and co-workers have a complete understanding of the issue.
- Effectively communicating technical issues to a non-technical audience both electronically and orally.
- Demonstrated ability to coach, provide constructive feedback, and hold team members accountable in a professional and supportive manner.
Working knowledge of Help Desk processes such as incident management, service request management, problem management, and change management.
Experience with IT Service Management (ITSM) ticketing software, including day-to-day use and an understanding of ticket categorization, prioritization, routing, and escalation.
Ability to track, interpret, and act on support metrics to identify trends, coaching opportunities, staffing needs, and process gaps.
Possess the ability to multitask, prioritize competing demands, and work in a fast-paced environment.
Capable of quickly learning new concepts, processes, and technologies.
Maintain a high degree of discretion in handling confidential/sensitive information.
Participate in an after-hours rotation in which you must respond to issues that are reported after normal operating hours, including nights and weekends. After-hours duties can be performed remotely.
Travel occasionally to remote branch locations for special projects as needed.
Perform other duties as assigned.
BONUS POINTS:
College degree – especially if related to Information Technology or Cybersecurity.
Certifications or training related to IT service management (e.g., ITIL), Help Desk support (e.g., CompTIA A+), cybersecurity or leadership.
Experience administering or configuring an ITSM ticketing platform, including forms, fields, templates, workflows, routing, service levels, reporting, and knowledge base content.
Experience with identity and access management or identity governance tooling supporting onboarding, position change, and offboarding workflows.
Experience with PowerShell, SQL, or other scripting/programming languages, especially applied to automating repetitive support tasks.
Understanding security-related topics such as identity and access management, cloud security, email security, social engineering, and incident response.
BENEFITS:
Full-Time W2 Employee with bonus potential
Full benefits including Medical, Dental, Vision, Disability, and Life Insurance
Wellness Program
Flexible, hybrid work environment
Paid time off
401(k) savings with Company Match
LOCATION:

We believe that working in the office fosters innovation, allows one to develop interpersonal skills, and helps you build new ideas and expand your knowledge. That’s why we’ve adopted a mixed remote work environment. This position allows for remote work while also reporting as directed to:

4401 Boyd Way, Louisville, KY

ESSENTIAL FUNCTIONS:

Manage, support, and coach the Help Desk staff in their daily work, serving as the first point of contact for process questions, coverage concerns, escalation decisions, and user service challenges.
Regularly review and grade tickets for quality, documentation, troubleshooting steps, categorization, escalation accuracy, and customer communication.
Track Help Desk performance metrics and use them to identify trends, coaching opportunities, staffing needs, and process gaps.
Provide ongoing feedback and coaching to team members to improve consistency, customer service, technical growth, and accountability.
Lead the onboarding and training of new Help Desk team members, including structured training plans, shadowing, and progress checkpoints that help new technicians become productive quickly.
Maintain and improve Help Desk documentation, knowledge base articles, onboarding materials, escalation guides, and standard operating procedures.
Own the Help Desk’s day-to-day use of the ITSM ticketing platform and continuously improve ticket forms, categories, templates, workflows, routing, service levels, reporting, and knowledge base usage.
Support and improve onboarding, position change, and offboarding processes in coordination with identity and access management workflows, including notifications, ticket creation, account lifecycle steps, and reporting.
Support the handling of reported phishing emails by improving triage processes, response procedures, documentation, reporting, and coordination with email security tools.
Champion automation opportunities that reduce manual work, improve accuracy, and create better experiences for users and Help Desk staff.
Monitor Help Desk queues and phone coverage to ensure requests and incidents received via phone, email, and/or chat are answered promptly while providing a positive customer service experience for the end user.
Work closely with other IT groups and business stakeholders to resolve issues, coordinate escalations, and improve the quality of information passed to Tier 2 support teams.
Participate in and lead special projects as assigned.
Project a positive image by interacting with fellow employees, customers, and management in a cooperative, supportive, and courteous manner.
Be helpful!

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it help desk manager jobs in louisville, ky

Manager Help Desk

Service Desk Manager for a Managed Services Provider (MSP)

IT Coordinator

IT Co-op

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