Help Desk Manager
Pittsburgh, PA

SUMMARY OF JOB:   The Help Desk Manager will supervise the IT Help Desk by assigning tasks, mentoring on technical issues, assisting with resolving personnel issues, conducting performance reviews and making compensation recommendations. The Help Desk Manager will report to the Director of Support Services and be responsible for ensuring timely, appropriate customer service is delivered to the organization as well as oversee Change Management and Field Support for the department.


  • Design, implement and maintain centralized Help Desk operation solutions including centralized contact points (voice, email, chat, self-service), incident and problem management system, knowledge base and change management system
  • Define, manage and report on SLAs for Help Desk and IT department support using KPIs and customer feedback channels
  • Lead a change management process across all teams within the IT department to ensure on-going changes are properly documented, communicated and reviewed retrospectively for continual process improvement
  • Oversee departmental communications to the organization including notification and informational messages, training guides and other materials
  • Handle support for organization VIPs and high-profile incidents
  • Coordinate interaction of Help Desk team with other IT functions and business units to accomplish projects and resolve issues
  • Train and mentor Help Desk to diagnose and resolve basic IT infrastructure issues
  • Manage field support including consultants and vendors in support of operations


  • 3-5 years of related IT or Call Center experience along with working technical knowledge of networking, infrastructure and application support
  • Professional certifications strongly preferred (ITIL, HDI, Microsoft, etc.)
  • Experience with call center voice solutions (Cisco, Toshiba) and IT management products for incident, problem and change management processes
  • Excellent written and verbal communication skills
  • Comfortable under high-stress and exhibits poise and focus
  • Effective prioritization and project management skills
  • Demonstrated customer service and support skills
  • Demonstrated ability to mentor individuals, build and lead teams
  • Bachelor’s degree in Information Science, a related field or 3-5 years of related work experience


To apply please email resumes to: Kevin Duawa at

Hanna Holdings, Inc. affiliates and assigns are committed to providing equal employment opportunity to all employees and applicants for employment regardless of such factors as race, color, religion, sex, national origin, age, veteran's status or disability. The Company abides by all local, state and federal laws and regulations affecting the hiring of employees.