Helpdesk Manager

Helpdesk Manager
Hammond Lumber (Client)

Location: 2 Hammond Drive, Belgrade, ME 04917 (on-site)

Interview Process: 2 Steps

Hammond Lumber Company is essentially a large regional building-materials supplier and lumber retailer serving contractors, builders, remodelers, and homeowners throughout Maine and New Hampshire.

Their business has a few major components:

• Lumber & building materials: Lumber, plywood, engineered wood, trusses, roofing, siding, insulation, drywall, decking, windows, doors, hardware, tools, electrical and plumbing supplies.
• Contractor/building supply: A significant portion of the business serves professional contractors and commercial customers rather than just walk-in retail customers.
• Manufacturing: Hammond operates its own sawmill and planer mill in Belgrade, Maine, specializing in Eastern White Pine and Hemlock. It processes more than 6.5 million board feet annually.
• Home construction packages: They sell complete material packages for houses and garages, including framing lumber, windows, doors, roofing, siding, drywall, cabinetry and flooring.
• Kitchen, bath & flooring: They have design centers/showrooms and provide kitchen and bath design services.
• Project services: They provide material estimating, drafting/design, engineered wood support, job-site consulting and delivery services.

Note: This role will be managing a team of 8, with about half of them being Tier 1

Job Description:

We are looking for a hands-on, technically knowledgeable Help Desk Manager to lead IT support operations for a 800-1500 headcount organization with a retail component.

This person will manage a team of eight and take ownership of improving how the Service Desk operates. They will not be responsible for working the daily ticket queue, but will oversee ticket flow, coach the team, improve processes, and serve as the escalation point for difficult technical issues.

A major priority will be improving ticket management and accountability. The right person will be comfortable identifying why tickets are staying open too long, establishing better processes and service standards, and ensuring issues are driven through resolution.

Key Responsibilities

• Manage and develop an 8-person Help Desk/Desktop Support team, including 4 Tier 1 technicians.
• Oversee the Service Desk ticket queue and ensure tickets are properly prioritized, assigned, escalated, and resolved.
• Serve as the technical escalation point for complex issues the team cannot resolve.
• Improve Service Desk processes, response times, documentation, and overall accountability.
• Become highly proficient with Zoho and use the platform to improve ticket management, reporting, workflows, and processes.
• Establish and track Service Desk metrics, SLAs, and ticket aging.
• Standardize laptops, desktops, peripherals, and other employee hardware.
• Improve employee provisioning, onboarding, offboarding, and equipment deployment processes.
• Support and coordinate response to store outages and other critical IT incidents.
• Participate in the rotating after-hours/weekend on-call schedule.
• Support IT needs related to new store acquisitions and technology migrations.
• Occasionally travel to store locations, acquisitions, trade shows, and company events.
• Work collaboratively with the broader IT and Systems Administration team.

Requirements

• Previous experience managing a Help Desk, Service Desk, or Desktop Support team.
• Strong understanding of Service Desk operations, ticket management, escalations, SLAs, and support best practices.
• Strong technical troubleshooting background with the ability to assist with difficult escalations.
• Experience with Zoho strongly preferred; experience with another ITSM/ticketing platform with the ability to quickly learn Zoho will also be considered.
• Experience supporting a multi-location organization is preferred.
• Experience developing and improving IT support processes rather than simply maintaining existing procedures.
• Strong documentation, organization, and communication skills.
• Collaborative leadership style with strong problem-solving skills.
• Comfortable working full-time on-site and occasionally traveling.

Potential Technical Experience

Candidates should have experience with many of the following:

• Zoho / ITSM ticketing systems
• Active Directory
• Microsoft Entra ID / Azure Active Directory
• Microsoft Azure
• Microsoft 365 / Office 365
• Windows 10/11
• Microsoft Intune / Endpoint Management
• Laptop and desktop deployment
• User provisioning and access management
• Group Policy
• Networking fundamentals – TCP/IP, DNS, DHCP, VLANs, Wi-Fi and VPN
• Switching and routing
• Printers and peripheral devices
• VoIP / phone systems
• Remote support tools
• Endpoint security / EDR
• IT asset and hardware management

Ideal Candidate

The ideal candidate has grown through Help Desk/Desktop Support and has moved into Service Desk leadership. They still have enough technical knowledge to troubleshoot difficult problems, but their primary focus is making the team more effective.

They should be comfortable walking into an environment where processes need improvement, tickets may remain open too long, and greater standardization and accountability are needed. This person should be collaborative, technically sharp, process-oriented, and willing to make improvements rather than simply accept the way things have always been done.