IT Help Desk Manager

Location: Richmond, VADepartment: Information Technology OverviewThe IT Help Desk Manager is responsible for leading all end-user support operations at Davenport & Company, ensuring consistent delivery of high-quality, responsive, and secure IT services. This role oversees Help Desk personnel, manages service performance, and drives continuous improvement of support processes to enhance the overall customer experience for both employees and clients.The Manager serves as both a technical leader and operational owner of Help Desk services, ensuring alignment with business objectives, regulatory requirements, and IT best practices.ResponsibilitiesResponsibilities of this position include, but are not limited to:Leadership & Team ManagementLead and manage Help Desk Technicians and interns, providing direction, coaching, and performance managementConduct hiring, onboarding, training, and ongoing professional development of staffEstablish staffing plans to ensure appropriate coverage for 7am–7pm daily service hours and on-call rotationFoster a customer-first culture focused on responsiveness, professionalism, and service excellenceService Delivery & OperationsOwn and manage Help Desk service delivery, including SLAs, KPIs, and overall service qualityMonitor and report on service performance metrics (e.g., response time, resolution time, backlog, customer satisfaction)Develop and lead service improvement initiatives based on data and user feedbackEnsure consistent execution of ticket handling processes, prioritization, and escalation proceduresIncident & Problem ManagementLead the response to major incidents, including communication, coordination, and resolutionConduct root cause analysis on recurring issues and implement preventive measuresPartner with Infrastructure, Security, and Development teams to resolve systemic issuesTools, Process & Knowledge ManagementAdminister and optimize the Help Desk ticketing/workflow systemDefine and enforce standards for ticket documentation, categorization, and lifecycle managementDevelop and maintain knowledge base content and self-service resources to improve efficiencyCustomer ExperiencePromote a high level of customer satisfaction through effective communication and support deliveryEstablish feedback mechanisms (e.g., surveys) to measure user satisfaction and identify improvement opportunitiesBuild strong relationships with business units to understand and support operational needsSecurity & ComplianceEnsure Help Desk operations align with company security policies and regulatory requirementsSupport endpoint security practices, including patching, encryption, and access controlsCoordinate with Information Security on incident response, compliance audits, and risk mitigation effortsOversee adherence to asset management and secure device disposal proceduresAsset & Vendor ManagementOversee procurement and lifecycle management of end-user hardware and related assetsCoordinate support activities with third-party vendors and service providersContribute to budgeting and planning for Help Desk-related tools, systems, and equipmentCollaboration & CommunicationAct as the primary liaison between the Help Desk and other IT teamsProvide regular updates and reporting to the CTO and senior leadershipLead service review meetings and communicate trends, risks, and improvement plansRequirementsBachelor’s degree in Information Systems, Information Technology, or a related field, or equivalent experienceMinimum 3 years of direct managerial or supervisory experienceMinimum 5 years of Help Desk or end-user support experience in a professional environmentStrong technical proficiency with Windows-based endpoints and common enterprise applicationsDemonstrated experience managing service delivery, metrics, and operational performanceStrong organizational, analytical, and problem-solving skillsExcellent communication and interpersonal skills, with a focus on customer serviceExperience working within structured ticketing/workflow systemsAbility to coordinate multiple priorities in a fast-paced environmentProfessional demeanorPreferred QualificationsITIL Foundation certification or equivalent experience with IT service management frameworksExperience in financial services or other regulated industriesFamiliarity with endpoint management tools and asset management systemsExposure to networking concepts, VPN technologies, and Cisco-based systemsExperience managing distributed or multi-location support environmentsSalary & BenefitsWe offer a competitive salary and excellent benefit program, including safe harbor 401(k) contribution, profit sharing plan, disability and life insurance, high-deductible health plan with an HSA, an on-site Health Center, Paid Time Off and elective dental benefits. We offer wellness programs and support a friendly and collegial culture, with company sponsored volunteer opportunities during business hours.DAVENPORT IS AN EQUAL OPPORTUNITY EMPLOYERDavenport & Company LLC provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.