• IT Help Desk Manager
< Back to Careers at Dallas Market Center

IT Help Desk Manager

Employer: DMC
Date Posted: Oct 3th, 2025
Department:

Job application form

Overview

Dallas Market Center is seeking an IT Help Desk Manager to join our team! The Help Desk Manager is an onsite, hands-on role responsible for daily oversight of the Help Desk. This position ensures tickets and tasks are completed on time, provides Tier 2 support for escalated issues, and mentors Tier 1 analysts in troubleshooting and customer service. This role requires strong technical skills, leadership, and accountability to keep the Help Desk running efficiently and maintain a high level of service for end users.

Description

Key Responsibilities

  • Act as the primary point of escalation for Tier 1 issues; provide Tier 2 support for desktops, laptops, mobile devices, and standard applications.
  • Monitor daily ticket queues, ensuring tickets are assigned, tracked, and resolved promptly; prevent issues from falling through the cracks.
  • Provide direct coaching, feedback, and hands-on training to Tier 1 staff to improve skills and performance.
  • Oversee scheduling, coverage, and on-call rotations to ensure adequate support during business hours and market weekends.
  • Support onboarding and offboarding processes including device setup, access provisioning, and documentation.
  • Maintain IT asset inventory (PCs, laptops, mobile devices, peripherals) and ensure accurate records.
  • Ensure consistent documentation of troubleshooting steps, solutions, and Help Desk processes.
  • Collaborate with IT leadership and other IT teams on cross-department projects and escalations.
  • Deliver excellent customer service by communicating clearly, following up on open issues, and setting realistic expectations with end users.
  • Perform other duties as assigned.

Positions Supervised

  • IT Technical Support Analyst I
  • IT Technical Support Analyst II

Required Education

  • High school diploma or equivalent required.
  • Bachelor’s degree in IT, computer science, or related field preferred; or equivalent professional experience.

Required Experience

  • 2–4 years of end-user support experience, with at least 1 year at a Tier 2 level.
  • Experience supervising, mentoring, or training IT support staff.
  • Proficiency with Windows, macOS, iOS, and Android devices.
  • Knowledge of Microsoft 365, Active Directory, basic networking (TCP/IP, DNS, DHCP), and endpoint management.
  • Familiarity with ticketing systems and asset management tools.
  • Strong troubleshooting, communication, and customer service skills.
  • Ability to balance multiple priorities in a fast-paced environment.

Physical Requirements

  • Ability to sit in an office environment for most of the day.
  • Ability to stand/walk for extended periods during market events.
  • Ability to lift up to 40 lbs.