IT Helpdesk Manager

About the Role

Sherwood Companies is seeking a Helpdesk Manager to lead frontline support and deliver a consistent technology experience across office and field operations. This is a hands-on leadership role for someone who develops people, creates accountability, and builds a field-obsessed support culture. The Helpdesk Manager will ensure the team understands that IT exists to enable the business, keep employees productive, and remove barriers for jobsites and office teams. The role will set the standard for customer communication, ticket execution, ITSM, asset management, change control, knowledge management, and continuous improvement.

Responsibilities

• Lead, coach, and develop the helpdesk team, setting clear expectations for customer service, ownership, communication, performance, accountability, and professional growth.
• Build and reinforce a field-obsessed support culture, ensuring the team understands operational priorities, responds with urgency, and delivers practical solutions that keep jobsites and office teams productive.
• Own daily service desk operations and standards, including workload distribution, staffing coverage, ticket intake, documentation, categorization, prioritization, aging-ticket reviews, customer communication, escalation, resolution, closure, and after-hours support.
• Own Sherwood’s IT service management program, establishing practical and scalable processes, governance, roles, and platform standards across incident, request, problem, knowledge, change, asset, and configuration management for the entire IT organization.
• Use service metrics, ticket trends, backlog, response and resolution times, customer surveys, and platform adoption data to identify gaps, communicate performance, and drive continuous improvement across IT.
• Serve as the coordination point for complex, high-impact, and major incidents, engaging the appropriate technical teams and vendors, maintaining clear business communications, driving resolution, and facilitating root-cause reviews and corrective actions.
• Develop, implement, and own Sherwood’s IT Asset Management program, including inventory accuracy, lifecycle standards, procurement records, assignment and recovery, warranties, licensing, audits, and responsible disposal.
• Own and administer the IT change control process, including intake, risk and impact review, approval coordination, scheduling, communications, testing, validation, documentation, and post-change follow-through.
• Oversee employee technology onboarding, offboarding, role changes, access fulfillment, equipment recovery, and related lifecycle processes in coordination with HR and IT peers.
• Develop and own knowledge management, self-service, technician playbooks, standard operating procedures, and automation that reduce repeat work and enable faster, more consistent resolution.
• Develop and coordinate a monthly IT Training series focused on user enablement, digital transformation, cybersecurity awareness, and practical ways employees can use technology to work more effectively.
• Ensure support readiness for office openings, jobsite mobilizations, technology rollouts, application changes, and other initiatives by coordinating equipment, access, communications, training, documentation, and operational handoff.
• Promote secure and supportable practices, including identity verification, least-privilege access, endpoint protection, appropriate escalation, auditability, and compliance with IT policies.

Requirements

• Five or more years of experience in helpdesk, service desk, desktop support, end-user computing, IT operations, or a related technology support role is preferred.
• Two or more years of experience leading, supervising, mentoring, or coordinating technical support staff is preferred.
• Experience supporting construction, field operations, industrial services, multi-location organizations, or other distributed environments is strongly preferred.
• Bachelor's degree in Information Systems, Business, Computer Science, or a related field, or equivalent professional experience.
• Strong people leadership skills, including coaching, delegation, performance management, conflict resolution, accountability, and team development.
• Demonstrated ability to build a field-obsessed, customer-focused service culture and communicate effectively with technical and non-technical employees at all levels.
• Working knowledge of IT service management practices, including incident, request, problem, knowledge, change, asset, and configuration management.
• Experience developing service processes, managing ticket queues and escalations, analyzing metrics and surveys, and improving adoption of ITSM practices across teams.
• Experience developing or managing IT Asset Management, endpoint lifecycle, onboarding, offboarding, inventory, procurement, warranty, licensing, and equipment recovery processes.
• Strong troubleshooting and technical judgment across Microsoft 365, Windows endpoints, mobile devices, collaboration tools, identity and access, networking fundamentals, printers, and common business applications.
• Familiarity with ITSM platforms, endpoint management tools, remote support technologies, knowledge bases, automation, reporting, and self-service capabilities.
• Ability to manage competing priorities, make sound decisions during incidents, influence peers, and maintain composure in a fast-paced, service-oriented environment.
• Organized, curious, approachable, and comfortable working in a lean IT environment where ownership, adaptability, collaboration, and follow-through are essential.

Physical Requirements and Work Environment

Work is normally performed in a climate-controlled environment, where exposure to conditions of extreme heat/cold, poor ventilation, fumes and gases is very limited. Noise level is moderate and includes sounds of a normal office environment. No environmental hazards are encountered in performance of normal job duties.

• Monthly travel to Sherwood offices, jobsites, and field locations is required to support the team, strengthen business relationships, assess service needs, and ensure a consistent employee experience. Additional travel may be required based on operational or project needs.
• The position requires after-hours availability for escalations, major incidents, or other critical business needs. Participation in an on-call rotation may also be required.
• Work normally requires finger dexterity and eye-hand coordination to operate a computer keyboard at moderate skill level.
• Work may require occasional pushing, pulling, or carrying 20-pound objects such as files, documents, boxes, computers, or related equipment.
• Work involves sitting most of the time but may involve standing and walking for brief periods.