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Helpdesk Manager

Dubuque County

1 Positions

ID: 84120

Posted On 11/10/2025

Job Overview

Description

The Help Desk Manager is the primary contact for all interactions with the IT Department. Responsible for coordination, implementation, and management of overall Help Desk functions, including related supervisory responsibilities for managing support staff. In addition to oversight of Help Desk operation, responsible for mentoring and training staff, meeting deadlines, working with departmental heads or Elected Officials and identifying opportunities to create and communicate processes that improve user experience and measure performance.

Must have an incredibly wide grasp of technology to be able to translate problems from users into solutions. Delegating authority over reported problems that may have into the areas of expertise for the other positions in the department. Decision making authority over equipment to purchase, replace early if deemed needed and replace as part of rotation planning.

This position will work closely with the IT Operations Manager in a leadership position to learn, train, implement and reinforce the ITIL framework for the department. The position will be the reporting supervisor of any future helpdesk employees.

Job Duties

_The following duties are primarily performed and are essential for this position. Employees are expected to be able to perform each of these job duties satisfactorily and successfully to be qualified for the position. Other duties may be required and assigned._

Manage All Help Desk Responsibilities:

+ Take initial telephone or email inquiries and troubleshoot and manage standard hardware, software, or network problems

+ Perform remote troubleshooting through diagnostic techniques and pertinent questions.

+ Determine best solution based on the issue and details provided by customer

+ Direct unresolved issues to the next level of support personnel

+ Pass on any feedback or suggestions by customer to the appropriate team member

+ Deliver frontline technical support for staff and partners.

+ Foster positive end-user relationships and drive customer satisfaction.

+ Promote continuous improvement of Tier 1 support through building and implementing training programs for Tier 1 troubleshooting.

+ Monitoring ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.

+ Build processes and create efficiency for all Help Desk processes/

+ Analyze the business requirements of all departments to determine their technological needs

+ Successful delivery of services and projects supporting the business both on time and within budget through proactive team management and leadership.

+ Escalation and resolution of software issues

+ Escalation and resolution of third-party software/systems

+ Define team goals and lead staff to achieve desired results and while being accountable for team performance.

+ Define and implement processes and procedures for supporting all departments across the organization.

+ Collect feedback to determine patterns and issues such that they can be resolved

+ Develop and maintain Technical Support/knowledge base.

+ Independently resolve critical technical issues promptly, perform root cause analysis, document all issues, and implement steps for future mitigation.

+ Build and deploy workstation images and Autopilot/Intune configurations.

+ Administer Microsoft 365 mailbox, Teams, SharePoint.

+ Manage Intune/Endpoint Manager policies, device enrollment, and application deployment.

+ Maintain AD users, groups, and hybrid identity.

+ Lead OS and application patching cycles for County devices.

Employee Supervision:

+ Accomplish department objectives by supervising employee interns and monitoring their progress and performance.

+ Maintain departmental staffing by selecting, orienting, and training employees and developing personal growth opportunities.

+ Develop employee interns within their roles via coaching, counseling, and disciplining employees.

+ Conduct regular check-ins with all direct reports to monitor performance, track progress on the completion of work duties and responsibilities and discuss successes and challenges.

+ Conduct performance evaluations for all direct reports.

+ Maintain safe and healthy work environment by establishing and enforcing organization standards and adhering to legal regulations.

+ Oversee and support a team of help desk professionals, ensuring timely and efficient problem resolution.

+ Maintain and update onboarding documentation and processes for new hires

+ Establish working schedules, manage time off to ensure appropriate coverage for operating workloads and task allocation.

+ Manage and mentor employees

+ Ensure Help Desk maintains a high level of responsiveness, communication, professionalism, and overall staff knowledge

Oversee Assets Management and Inventory:

+ Manages hardware purchases for the department. This entails analysis of technology trends and recommendations for effective and economical solutions to IT needs. Inspect the use of technological equipment and software to ensure functionality and efficiency.

+ Identify the need for upgrades, configurations or new systems and report to upper management.

+ Implement policy for rotation of computers, laptops, and tablets

+ Ability to determine cost effectiveness of replacement or repair of equipment

+ Manage warranties for equipment

Training:

+ Develops and implements end user training programs.

+ Train users on new software and hardware.

Customer Service:

+ Effectively communicates, positive customer interaction, develops Help Desk ticket protocol and maintains an efficient turnaround time for customer satisfaction, handles crisis type situations with frustrated customers.

+ Communicating with customers and providing in-person and phone support

+ Positive customer interaction.

+ Maintaining a high level of Help Desk customer focus by prioritizing issues and communicating appropriately with external vendors and internal customers.

+ Work well under pressure.

+ Ensure customer service excellence by monitoring tickets and assisting other departments as needed for continuous process and service improvement.

+ Ensure Help Desk staff is appropriately staffed, skilled, and trained to deliver excellent technical support.

Special Projects:

Assigned as needed, every project is different (examples: Implementing an inventory policy and update all things that need to be completed to get the project in motion, implementing a new application service)

Documentation of departmental specific procedures for business continuity purposes

Minimum Qualifications

Education and/or Experience Requirements:

+ Bachelor’s Degree in a computer-related field required or 6-7 years of experience or a proven equivalent combination of education, training and field experience.

Licenses, Certifications, and Other Requirements:

+ None.

Supplemental Information

Minimum Knowledge, Skills, and Abilities Qualifications

_In order to perform the functions and responsibilities of the position (listed above) the following knowledge, skills, and abilities are essential._

+ Basic level of networking, able to use standard tools such as ping, NSLookup etc.

+ Manage multiple incoming tasks at once and multitask without compromising results.

+ Able to work with distressed end users and keep calm and professional during times of elevated tensions and stressful situations.

+ Troubleshoot a diverse range of technology issues covering both consumer and enterprise devices.

+ Fluent in mobile technologies covering smart phones and tablets for the major platforms.

+ Experienced in - Office 365, Microsoft Office, Adobe Creative Suite, SharePoint, Exchange, Active Directory

+ Able to translate what a user says they want to do and develop a workflow to achieve that goal.

+ Troubleshooting skills and ability to break a problem down and step through it methodically.

+ Ability to independently plan, organize and prioritize projects and requests for service.

+ Ability to establish and maintain effective working relationships and exercise tact when dealing with government officials, outside agencies, co-workers and supervisors.

_In evaluating candidates for this position, Dubuque County may consider a combination of education, training, and experience which provides the necessary knowledge, skills, and abilities to perform the duties of this position._

Physical Requirements

+ Most activities involve sedentary work at a desk or computer workstation.

+ Extended periods of sitting, standing, walking, kneeling, bending, crouching, reaching, stooping, and climbing.

+ Frequently lift and/or carry computer monitors, terminals, equipment, supplies and other materials weighing between 30 and 50 lbs.

+ Hand-eye coordination and manual dexterity are necessary to use hands and arms to reach, finger, handle, grasp and feel to operate computers and other equipment.

Work Environment

+ Primarily work is in an office setting.

+ Occasional travel.

+ Work hours may vary and include nights and weekends.

+ Occasional stressful interactions when dealing with irate individuals and/or time constraints

Equal Opportunity

Dubuque County is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, age, religion, sex, sexual orientation, gender identity, genetic information, ancestry, national origin, marital status, disability, or protected veteran status and will not be discriminated against. Inquiries can be directed to the Human Resources Department at (563) 589-4441.

Primary Contact

1684871036959

Tracey Martin

HR Generalist, Human Resources

563-589-4441

Phone

Phone

Phone

563-587-3836

Fax

[email protected]

Email

True

False

True

Job Details

Categories

Information Technology/Telecommunications

Technical

Location

Dubuque, IA

Job Type

Employee

Full/Part

Full Time

Pay/Salary

$67,906.43 - $77,595.15

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Retirement Plan

Paid Vacation

Paid Sick Leave

Paid Holidays

Qualifications

Education

Bachelors

Experience

5-10 Years

Company ID

975

Job REQ #

\# Positions

1

Start Date

20251110

End Date

20251125

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Dubuque County

About the Company

The Dubuque County Courthouse was built in 1891. The Courthouse serves as the center of County Government offices, and is a dominant landmark in the downtown Dubuque area. It is located at 720 Central Avenue in Dubuque.