Manager of Information Technology Help Desk

Overview

The Manager of IT Help Desk is responsible for establishing and leading a Managed Service Help Desk model while directly supervising the Help Desk team. Reporting to the Director of Infrastructure and Security, this role provides strategic and functional leadership in delivering consistent, high-quality support across Cavender’s. The Manager will oversee daily operations, manage direct reports, develop processes and training, and drive service improvements that align with company objectives. This position serves as a global service provider supporting company-wide IT needs and initiatives, including Service Level Agreements, KPIs, training, and emergency response processes.

Duties and Responsibilities

• Support the “Cavender’s Culture” and drive our Mission, Vision, and Values.
• Be a strategic partner to the IT Department and other functional areas of the company.
• Establish and lead a Managed Service Help Desk model, implementing systems and procedures that the IT Team and business partners can use effectively.
• Directly supervise Help Desk staff, providing coaching, performance management, and professional development.
• Oversee all requests, incidents, and problems to ensure timely resolution and consistent service, acting as the escalation point for complex support issues.
• Develop and mature phone and ticket escalation processes, including enhancing self-service and automated recovery capabilities.
• Determine the root cause of issues and prepare Root Cause Analysis documentation as needed.
• Build or obtain training materials for support staff and ensure team readiness.
• Schedule working times, including on-call schedules and code deployment activities, and provide backup support as necessary.
• Provide data and reporting of KPIs and trends to IT and company leadership, driving continuous improvement initiatives.
• Manage communication around outages and emergency activities.
• Review feedback to improve services, tools, and support experiences.
• Plan, direct, and coordinate Help Desk projects to ensure timely, on-budget completion.
• Forecast deficiencies and unrealistic expectations while identifying scalable, supportable solutions.
• Prioritize requests from business partners in alignment with Cavender’s strategic vision.

Qualifications and Requirements

• Bachelor’s degree in Information Technology or related field, or equivalent work experience.
• Proven experience managing IT support teams with direct reports.
• Track record of building and maturing hybrid Managed Service support models.
• Ability to develop documented Standard Operating Procedures and processes for business customers.
• Relevant hardware and software certifications.
• Project management experience.
• Strong analytical and problem-solving skills.
• Ability to handle sensitive matters with discretion and professionalism.
• Customer service oriented with a proactive problem-solving attitude.
• Self-motivated and able to work independently and as part of a team.
• Proven ability to manage multiple concurrent projects and meet deadlines and budgets.
• Based in Tyler, TX at our Home Office; Tyler area residence.
• Ability to travel up to 15%.

Preferred Skills

• 6 years of experience in an IT technical environment.
• Experience supervising and developing Help Desk teams.
• Strong team player with excellent collaboration skills.
• Commitment to meeting customer expectations and deadlines.
• Experience working in a retail environment.

Cavender’s is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, military status, national origin, sex, ancestry, age, sexual orientation, pregnancy, disability, genetic information, or any other personal characteristic protected under federal, state, or local law.

Cavender’s will provide reasonable accommodations for persons with a disability upon request. If you have a disability and need assistance completing the application, please call Customer Service at (888) 361 – 2555 or visit your nearest Cavender’s store.