This is an opportunity to take helpdesk support to the next level in a company committed to continued improvement and an environment with increasing technical use and demand on support.  With a “customer” focus and passion for finding and providing answers and solutions, the Helpdesk Manager will lead a team to provide branches timely day-to-day support, answering questions and resolving problems in application use and technical IT infrastructure.

Assignment: 4267
Title: National Helpdesk Manager
Industry: Building Materials
Reports To: Chief Technology Officer
Location: Flexible

Our Client:

Our client is a long-standing and highly respected distributor of building products across North America, the company has experienced dynamic growth both organically and by acquisition.

Principal Duties and Responsibilities:

  • Manage flow, routing, assignments, and scheduling for the team
  • Organize the team and processes to ensure no issues “fall between the cracks”
  • Track open issues, following a written escalation protocol
  • Ensure questions are answered and issues resolved in a timely fashion
  • Utilize problem-solving skills to resolve issues
  • Maintain a calm, organized, responsive environment in the face of high and growing demand
  • Develop growth strategies for support in keeping with increasingly technology-driven communications

Position Requirements:

  • Experience leading an IT support team with a helpdesk system product, demonstrated use of tools and practices with a heavy focus on applications support
  • An overall “business” mindset and champion of service excellence
  • Advanced communication skills and situational awareness, reflecting sensitivity to tone, audience, organizational and unit environments.  Delivers presentations tailored to the audience
  • Maturity, organizational mindset, and the ability to manage multiple priorities with calm (and calming) leadership
  • Demonstrated customer focus, experience fostering relationships with end users, passionate about finding answers


Rick Mohrman
Executive Recruiter


Lisa Baaklini