Help Desk Manager

CPM Holdings, Inc. is a diversified leading global supplier of processing equipment and engineered technologies that sustainably feed, fuel, and build a better world. With its growing family of 17 market-leading product brands, CPM serves a variety of industries including animal feed, consumer food, green energy, advanced materials, and sustainable packaging. Founded in 1883, CPM has 1,700 employees across 36 facilities on 4 continents with presence in 150+ countries.

From the food you eat to the fuels you require, CPM plays an important role in making the world more efficient and more sustainable. For more information, visit

The IT Help Desk Manager leads CPM's global IT Help Desk organization, ensuring exceptional customer service, operational excellence, and continuous improvement of IT support services. This position oversees daily Service Desk operations, develops Help Desk personnel, manages service performance, and ensures Service Level Agreements (SLAs) are achieved.
This is a full-time, on-site leadership position based in Waterloo, Iowa. The successful candidate provides direct leadership and coaching to the Help Desk team while partnering with Infrastructure, Applications, Information Security, Human Resources, and business leadership. The role supports employees across North America, Europe, Asia, and other global locations.

• Lead, coach, and develop the global IT Help Desk team.
• Conduct one-on-one meetings, coaching sessions, and annual performance evaluations.
• Establish goals and professional development plans.
• Manage staffing, scheduling, workload balancing, vacation planning, and team coverage.
• Develop, maintain, and administer the Help Desk on-call rotation, ensuring equitable after-hours coverage.
• Interview, hire, onboard, and train Help Desk employees.
• Develop annual departmental goals, operating metrics, and continuous improvement initiatives aligned with the IT strategic plan.

• Manage daily operations within Service Desk Plus.
• Monitor ticket queues and workload distribution.
• Coordinate after-hours support and maintain the on-call schedule.
• Ensure timely escalations to Infrastructure, Applications, Information Security, and vendors.
• Develop and maintain Help Desk procedures, workflows, and knowledge articles.
• Ensure support requests are resolved in accordance with established service levels.

• Own and improve SLA compliance, first response time, resolution time, first contact resolution, backlog, aging tickets, reopened tickets, technician productivity, and customer satisfaction.
• Review performance regularly and implement corrective actions.

• Prepare weekly and monthly KPI dashboards and operational reports for IT leadership.
• Present trends, recommendations, and improvement initiatives.

• Deliver exceptional customer service.
• Manage escalated issues through resolution.
• Support executive and VIP users when required.

• Identify recurring issues and permanent solutions.
• Improve self-service capabilities and knowledge management.
• Identify automation opportunities to reduce ticket volume.
• Promote ITIL best practices.

• Ensure Help Desk staff follow cybersecurity policies.
• Support internal and external audits.
• Partner with Information Security to maintain compliance.

• Support computer lifecycle management, hardware deployments, Windows upgrades, imaging, mobile device support, inventory accuracy, and endpoint lifecycle planning.

• Coordinate with hardware, software, telecommunications, and managed service providers.

• Minimum 10 years of progressive IT Help Desk or Service…