IT Help Desk Manager

At Mosaic, we are on a mission to relentlessly pursue opportunities that empower people. As part of the One Mosaic team, we create caring communities where individuals have a voice, advocacy, and a meaningful life.

We are seeking an engaging, data-informed IT Help Desk Manager to lead our Tier 1 support team. In this role, you won't just oversee ticket queues-you will serve as the champion of our workforce's technical experience, driving service excellence, empowering end-users through training, and building a high-performing team grounded in Mosaic's core values of belonging, connection, faithfulness, and grit.

As the IT Help Desk Manager, you bridge the gap between our people and their technology. You will mentor support staff, optimize daily operations, and champion a culture of continuous improvement through self-service tools and proactive IT training-ensuring technology empowers our mission rather than standing in its way.

• Team Leadership & Talent Development: Recruit, supervise, coach, and develop help desk personnel to maximize employee engagement and build a high-functioning support team.
• Operational Excellence & SLA Management: Oversee daily help desk operations, optimize ticketing processes, manage ticket resolution times, and ensure strict alignment with Service Level Agreements (SLAs).
• Metric-Driven Decisions: Monitor and report on key ITIL and help desk performance metrics to optimize team capacity, track ticket quality, and drive proactive service enhancements.
• Self-Service & Knowledge Sharing: Continually adapt our Knowledge Base and author job aides to expand customer self-service capabilities and provide agents with standard operating tools for consistent support.
• End-User IT Training & Engagement: Design and deliver proactive IT training programs and materials that build end-user confidence and foster a positive relationship between our workforce and software tools.
• Technical Problem Resolution: Serve as a resource for complex Tier 1 user issues, researching and troubleshooting technical problems to maintain seamless operations.

• Education: Bachelor of Science degree in Information Technology or a related field.
• Experience: Minimum 3 years of IT help desk experience. Previous team management and end-user training experience preferred.
• Technical Proficiency: Solid knowledge of Microsoft products/MS Office, help desk ticket management software, and general operating systems (Linux, Libre Office).
• Analytical & ITIL Mindset: Familiarity with ITIL framework metrics and the ability to consume, analyze, and present operational data.
• Communication &
  
  Coaching:
  
  Outstanding critical thinking skills paired with clear, professional, and empathetic communication to present complex technical concepts to diverse audiences.