Assistant Manager – Help Desk

Baird & Warner

Assist in providing IT support and managing Helpdesk operations for Baird & Warner. Focus on customer service and mentoring help desk team members while ensuring compliance and best practices.

Posted 4/24/2026full-timeChicago • Illinois • 🇺🇸 United StatesMid-LevelSenior💰 $65,000 - $75,000 per yearWebsite

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Serve as an escalation point for the help desk team
Single point of contact for all incident escalation across our businesses
Ensure superior customer service is always given
Be hands-on and resolve incidents as needed to ensure SLA’s are met
Create documentation and playbooks as needed
Manage the ticketing system, generate reporting and analysis
Provide recommendations for improvements
Travel to locations in the Chicagoland area, occasionally as needed
Manage day-to-day operations of the Helpdesk ensuring all processes used by the Helpdesk are thoroughly documented, audited, maintained, and followed in line with the firm's goals and compliance requirements
Manage response procedures for end-user requests, issues, escalations in line with ITIL standards and industry best practices
Provide strong leadership and support to all Helpdesk team members, including assigning tasks, resolving conflicts, training and mentoring
Share data insights on a monthly basis with IT leadership
Manage the firm's IT Service Management tool, including tracking incidents, asset inventory, and all other user-related hardware/software
Maintain a high level of user call-to-resolve experience/satisfaction
Approve/manage team members timesheets
Manage on-call shifts and assignments

Requirements

What you’ll need

Associates degree in field or related area
5 years’ experience in field or related area
3 years’ experience with networking equipment
Demonstrated ability to lead, mentor, train, and appropriately delegate responsibilities
Advanced knowledge and experience in operating systems, networks, hardware, software protocols and standards, etc.
Strong troubleshooting, problem-solving and support skills
Demonstrates exceptional customer service skills and ability to train team to same level
Ability to work with clients remotely with or without remote assistance software
Ability to work as needed, on-call to assist with emergencies
Effective oral and written communication skills
Ability to work with a diverse group of people in a collaborative environment
Ability to handle multiple projects and thrive in a fast-paced environment
A valid driver’s license and reliable transportation is required
Ability to maintain a 95% or higher Service Level Agreement (SLA).
Relies on experience and judgment to plan and accomplish goals
A wide degree of creativity and latitude is expected
Physical lifting of computers and light equipment

Benefits

Comp & perks

Medical
Dental
401k
PTO
VTO

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

networking equipmentoperating systemshardwaresoftware protocolstroubleshootingproblem-solvingIT Service Managementticketing system managementdata analysisdocumentation creation

Soft Skills

customer serviceleadershipmentoringtrainingdelegationcommunicationcollaborationtime managementconflict resolutioncreativity

Certifications

Associates degree