Manager - Help Desk

Manager Help Desk

The Milwaukee Brewers are seeking a highly motivated, results-driven Manager Help Desk to lead daily on-site and remote end-user support operations for front office staff, remote employees, and American Family Field. This role is best suited for a leader who thrives in a high-expectations environment, sets a strong standard for responsiveness and accountability, and drives consistent service excellence. The Manager Help Desk will lead by example in delivering reliable technical support, developing team members, elevating performance, and ensuring technological readiness for both business and event-day operations.

Essential duties and responsibilities include the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.

• Oversee Help Desk operations and staff to provide a high-level of service, productivity, technical capabilities, and response efficiency.
• Lead, coach, and develop Help Desk staff through hiring, onboarding, training, performance management, and regular feedback.
• Develop and implement deployed technology training initiatives.
• Prepare training and documentation for new employees on IT Services
• Oversee and continuously develop the IT Internship Program at American Family Field, including intern training, mentorship, program administration, and long-term growth
• Establish and monitor Help Desk KPIs (SLA, policies and procedures)
• Manage relationships with key IT vendors (telecom, hardware and managed services)
  Own and maintain accurate inventory of end?user computing devices using asset management tools, including assignment, lifecycle tracking, and refresh planning.
• Oversee the upgrades, ordering and activation for all iPhones and iPads for MBBC Front Office staff.
• Oversee creation, imaging and deployment of computers throughout the organization.
• Manage all documentation, including the DOG (Day of Game) manual.
• Manage purchasing of IT equipment and other supplies as needed.
• Assist with all IT Operations project deployments
• Assist with scoping and implementing technology services for Brewers special events. Assist IT team with day-of-game and after-hours support.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Extensive knowledge of end user computing environments including Microsoft 365 applications
• Experience with supporting and managing VoIP phone systems
• Experience providing one-on-one technical training
• Strong interpersonal and communication skills
• Experience leading, coaching, and developing team members in a service-oriented environment
• Experience with ticketing systems, ITSM tools and endpoint management
• Analytical, structured approach to problem solving
• Highly detail oriented and well organized
• Strong writing skills and a desire to diligently document common processes and procedures
• Committed to going "above and beyond" to serve the customer and providing high quality customer service
• Ability to work extended hours such as nights and weekends, and to be onsite during baseball and non-baseball events as needed, is required

Supervisory Responsibilities Directly supervise full-time employees in IT operations. Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Education and/or Experience Bachelor's degree (B.

A.) from four-year college or university; or two to four years related experience and/or training; or equivalent combination of education and experience.

Physical Demands The physical demands 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.

While performing the duties of this Job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk; sit and stoop, kneel, crouch, or crawl. The employee must regularly lift and /or move up to 50 pounds.

Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and ability to adjust focus.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly exposed to outside weather conditions,…