IT Help Desk Manager

Davenport & Company is one of the oldest employee-owned financial firms in the United States, which has thrived on a spirit of continuous improvement since 1863. Over the years Davenport has continuously attracted talented professionals of integrity with a wide range of experience and expertise who serve a broad base of individuals and families as well as municipalities, foundations, and institutions.

We are proud to foster a culture that has led us to be recognized as a best place to work year after year, and we’re always seeking competent, energetic individuals who share our passion for providing a high level of service that enhances the well‑being of our clients, communities, and colleagues.

Davenport & Company LLC is an Equal Opportunity Employer

The Virginia Values Veterans (V3) Program is an official Commonwealth of Virginia, Department of Veterans Services Program. (c) 2014.

Position: IT Help Desk Manager

Location: Richmond, VA

Job :389

# of Openings:1

IT Help Desk Manager

Location:
Richmond, VA (Onsite Only)

Department:
Information Technology

The IT Help Desk Manager is responsible for leading all end-user support operations at Davenport & Company, ensuring consistent delivery of high‑quality, responsive, and secure IT services. This role oversees Help Desk personnel, manages service performance, and drives continuous improvement of support processes to enhance the overall customer experience for both employees and clients.

The Manager serves as both a technical leader and operational owner of Help Desk services, ensuring alignment with business objectives, regulatory requirements, and IT best practices.

Responsibilities of this position include, but are not limited to:

• Lead and manage Help Desk Technicians and interns, providing direction, coaching, and performance management
• Conduct hiring, onboarding, training, and ongoing professional development of staff
• Establish staffing plans to ensure appropriate coverage for 7 a.m.–7 p.m. daily service hours and on‑call rotation
• Foster a customer‑first culture focused on responsiveness, professionalism, and service excellence

• Own and manage Help Desk service delivery, including SLAs, KPIs, and overall service quality
• Monitor and report on service performance metrics (e.g., response time, resolution time, backlog, customer satisfaction)
• Develop and lead service improvement initiatives based on data and user feedback
• Ensure consistent execution of ticket handling processes, prioritization, and escalation procedures

• Lead the response to major incidents, including communication, coordination, and resolution
• Conduct root cause analysis on recurring issues and implement preventive measures
• Partner with Infrastructure, Security, and Development teams to resolve systemic issues

• Administer and optimize the Help Desk ticketing/workflow system
• Define and enforce standards for ticket documentation, categorization, and lifecycle management
• Develop and maintain knowledge base content and self‑service resources to improve efficiency

• Promote a high level of customer satisfaction through effective communication and support delivery
• Establish feedback mechanisms (e.g., surveys) to measure user satisfaction and identify improvement opportunities
• Build strong relationships with business units to understand and support operational needs

• Ensure Help Desk operations align with company security policies and regulatory requirements
• Support endpoint security practices, including patching, encryption, and access controls
• Coordinate with Information Security on incident response, compliance audits, and risk mitigation efforts
• Oversee adherence to asset management and secure device disposal procedures
• Oversee procurement and lifecycle management of end‑user hardware and related assets
• Coordinate support activities with third‑party vendors and service providers
• Contribute to budgeting and planning for Help Desk‑related tools, systems, and equipment
• Act as the primary liaison between the Help Desk and other…