IT Help Desk Manager

Description

The Manager, IT Help Desk oversees the day-to-day operations of the Help Desk function, ensuring timely, professional, and effective support for all employees across the organization. This role manages the Help Desk team, develops performance standards, and ensures high-quality service delivery aligned with organizational needs. The Manager also partners with other IT leaders to implement and maintain enterprise technology solutions, drive process improvement, and uphold customer service excellence.

The position requires strong leadership, technical knowledge, and the ability to balance tactical execution with strategic planning. The Manager is ultimately responsible for ensuring that service requests, incidents, and escalations are addressed quickly, thoroughly, and with a focus on continuous improvement.

The Nationals are a military-friendly organization actively recruiting veterans and spouses.

Essential Duties and Responsibilities :

Leadership & Team Management

Lead, mentor, and develop the Help Desk team, providing training, performance feedback, and professional growth opportunities.

Foster a culture of accountability, customer service excellence, and continuous improvement.

Develop staffing plans, schedule resources, and ensure appropriate coverage for day-to-day and event-based IT needs.

Service Desk Operations

Manage the ticketing system, ensuring accurate logging, categorization, prioritization, and resolution of requests.

Establish, track, and report on key performance indicators (KPIs) and service level agreements (SLAs).

Implement escalation processes to resolve complex technical issues efficiently.

Maintain documentation for standard operating procedures (SOPs), troubleshooting guides, and knowledge bases.

Technology & Project Support

Oversee the installation, configuration, and maintenance of end-user devices, software, and peripherals.

Partner with IT leadership to support enterprise-wide technology initiatives and projects.

Collaborate with vendors and service providers to ensure optimal support and contract compliance.

Participate in IT change management and ensure smooth adoption of new tools and systems.

Customer Service & Communication

Act as the liaison between the Help Desk and business units, ensuring clear communication of IT-related updates.

Provide timely updates to stakeholders regarding incidents, outages, and resolutions.

Develop and deliver training programs to improve user proficiency with technology.

Governance & Compliance

Ensure adherence to IT policies, security protocols, and compliance requirements.

Maintain awareness of emerging risks and recommend improvements to enhance reliability and resilience.

Participate in business continuity and disaster recovery planning and execution.

Other Responsibilities

Assist in annual budget planning, monitoring expenditures, and managing vendor relationships.

Provide on-call support and ensure coverage during events, emergencies, and peak business periods.

Perform other duties as assigned.

Working Relationships

Must effectively and efficiently communicate with other members of the IT Department and other business units at all levels of the Organizational Chart to provide support; interact with the user community in a professional, courteous and helpful manner; and interact with outside technology hardware, software and support vendors.

Requirements :

Minimum Education and Experience Requirements :

Bachelor’s degree in Information Technology, Computer Science, Business, or equivalent experience (business or military).

Minimum 5 years of progressive IT experience with at least 2 years in a leadership or supervisory role.

Hands-on experience managing Help Desk or Service Desk functions in a multi-site or decentralized environment.

Strong knowledge of ITIL principles, service management tools, and ticketing systems.

Demonstrated ability to manage multiple priorities in a fast-paced environment.

Preferred :

Industry certifications such as ITIL, CompTIA A+ / Network+ / Security+, Microsoft, or equivalent.

Experience with call center or service desk operations, reporting, and workforce management.

Familiarity with supporting enterprise applications, cloud platforms, and mobile device management (MDM).

Experience supporting Apple / MacOS devices.

Experience working in highly visible, event-driven organizations.

Knowledge, Skills, and Abilities necessary to perform essential functions :

Strong leadership, coaching, and people management skills.

Excellent customer service orientation and communication skills.

Ability to analyze data and drive improvements using metrics.

Strong project management skills and the ability to bridge strategy with execution.

High attention to detail, organization, and follow-through.

Ability to thrive under pressure, manage deadlines, and adapt to shifting priorities.

All employees are expected to uphold the organization’s Core Values : Integrity, Teamwork, and Innovation. These values guide how we succeed on and off the field, contribute to our community, and deliver the best guest experience in sports.

Physical / Environmental Requirements

Primarily office-based at Nationals Park; occasional site visits, offsite meetings and travel to Florida Spring Training facility required.

Must be able to lift / move up to 40 lbs. and work in varied environmental conditions as needed.

Availability for weekend, evening, and on-call support rotations, especially during games and events.

All IT Department members are considered Critical Personnel and must be available during emergencies.

Compensation :

The projected annual salary range for this position is $86,500 - $106,000 per year. Actual pay is based on several factors, including but not limited to the applicant’s : qualifications, skills, expertise, education / training, certifications, and other organization requirements. Starting salaries for new employees are frequently not at the top of the applicable salary range.

Benefits :

The Nationals offer a competitive and comprehensive benefits package that presently includes :

Paid vacation and sick leave, paid holidays throughout the year and a holiday break in December

Medical, dental, vision, life and AD&D insurance

Short- and long-term disability insurance

Flexible spending accounts

401(k) and pension plan

Access to complimentary tickets to Nationals home games

Employee discounts

Free onsite fitness center

Equal Opportunity Employer :

The Nationals are dedicated to offering equal employment and advancement opportunities to all individuals regardless of their race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, disability, or any other protected characteristic under applicable law.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights () notice from the Department of Labor.