Help Desk Manager

• Factors that may be used to determine your actual salary include your job specific skills, education, training, job location, number of years of experience related to this role and comparison to other employees already in this role.

• Factors that may be used to determine your actual salary include your job specific skills, education, training, job location, number of years of experience related to this role and comparison to other employees already in this role.

DSG is seeking a Help Desk Manager to join their IT team. Inthis full time, salaried, exempt position, work is typically performed during standard business hours, Monday through Friday
, but will vary on occasion according to business needs. As a Help Desk Manager, you will be responsible for leading DSG’s help desk operations, end-user support experience, technical support standards, and continuous improvement of IT service delivery across the organization
. This role includes both people leadership and hands-on technical guidance to ensure employee owners receive secure, reliable, efficient, and customer-focused technology support.

This position is accountable for the performance, development, and technical readiness of the Help Desk team, including ticket management, escalation handling, service-level performance, process improvement, knowledge management, and end-user satisfaction. The Help Desk Manager will serve as a technical coach and escalation resource for the team, with strong proficiency in the Microsoft technology ecosystem, including Microsoft 365 administration, identity and access management, endpoint support, collaboration tools, security administration, and automation.

The Help Desk Manager will also help modernize help desk operations through automation, AI-enabled support tools, self-service capabilities, ticket analytics, and repeatable remediation workflows. This includes identifying recurring issues, developing automated fixes where appropriate, improving first-contact resolution, reducing ticket volume, and enabling the team to resolve issues faster and more consistently.

DSG is a people-centric, customer-obsessed, and growth-focused wholesale distributor. With over 130,000 (and growing!) products, not only are we one of the most diversified suppliers in the upper Midwest, we also have expertise in electrical, HVAC, plumbing, waterworks, utility, communications, and more! We have fun, we are friendly, and we embody a culture that genuinely cares for people far beyond their job title.

Our purpose is to serve fellow employee owners, our partners, and communities toward building a better America, one job at a time. We are proud to be 100% employee owned, with an Employee Stock Ownership Plan (ESOP) that gives our employee owners a unique opportunity to build their personal wealth in addition to a traditional retirement plan.

• Lead, coach, mentor, and develop the Help Desk team to ensure strong technical capability, customer service, accountability, and professional growth.
• Establish and maintain operating standards, service expectations, escalation procedures, and support processes for DSG’s Help Desk.
• Oversee daily help desk operations, including ticket intake, prioritization, triage, assignment, escalation, resolution quality, and service-level performance.
• Monitor ticket queues, service trends, backlog, aging tickets, recurring issues, and team workload to ensure timely and effective resolution.
• Take ownership of escalated technical issues that require advanced troubleshooting, coordination, or leadership follow-up.
• Define, track, and report on key performance indicators, including response time, resolution time, first-contact resolution, customer satisfaction, ticket volume, escalation trends, and recurring incident patterns.
• Develop and maintain standard operating procedures, support playbooks, escalation paths, and knowledge base documentation.
• Lead continuous improvement efforts to improve service quality, employee owner satisfaction, operational efficiency, and technical consistency.
• Partner with IT leadership to align help desk priorities with DSG’s business…