IT HELP DESK MANAGER
Software | La Vega, Dominican Republic | Full Time
IT HELP DESK MANAGER
Location: La Vega, Dominican Republic Work Model: 100% On-site
Reports to: IT Director
Employment Type: Full-time
About the Role
We are looking for a hands-on IT Help Desk Manager to lead and strengthen our IT support operations in a fast-paced, multi-site environment.
This position combines approximately 50% people leadership and service management with 50% hands-on technical involvement. The ideal candidate will be comfortable leading an IT support team while remaining technically engaged in troubleshooting, escalations, service-desk operations and enterprise technology support.
The role requires strong interaction with multiple locations and stakeholders, making professional fluency in English and Spanish essential.
Key Responsibilities
Lead the day-to-day IT Help Desk / Service Desk operation across multiple locations.
Lead, coach and develop the IT support team, including performance follow-up, coaching and KPI management.
Manage ticket prioritization, escalation and resolution processes.
Provide hands-on technical support and participate in the diagnosis and resolution of complex IT incidents.
Ensure effective support for end users across hardware, software, connectivity and enterprise applications.
Coordinate escalated issues with infrastructure, systems and other IT teams.
Support and continuously improve Help Desk processes and service levels.
Manage IT vendors, procurement activities and technology assets.
Maintain effective communication with internal stakeholders and geographically distributed teams.
Support a customer-focused IT service culture and identify opportunities to improve the end-user experience.
Required Qualifications
5+ years of experience in IT Support, Help Desk or Service Desk environments.
2+ years of experience leading IT teams.
Demonstrated experience supervising a team of approximately 6–10 employees or a comparable leadership scope.
Proven people-management experience, including performance management, coaching and KPI follow-up.
Experience managing IT support operations across multiple locations.
Experience with ticketing systems, incident escalation and Help Desk / Service Desk operations.
Experience with managing users in Active Directory (either on-premises or Azure)
Experience with networks is essential
Strong hands-on technical capability combined with the ability to lead and coordinate a team.
Experience managing IT vendors, procurement and technology assets.
Fluent professional English and Spanish, both verbal and written.
Availability to work 100% on-site in La Vega, Dominican Republic.
Availability for occasional nights and weekends based on operational requirements.
Preferred Qualifications
Experience in manufacturing, Free Trade Zone operations or another complex operational environment.
Experience working with multicultural or international teams.
Experience supporting ERP, WMS, MES or other enterprise applications.
Exposure to Microsoft Dynamics AX, Körber Edge and/or CPA is a plus, but is not required.
Experience with Google Workspace, DUO SSO and/or RingCentral, or comparable technologies.
ITIL or related IT Service Management knowledge/certification is a plus.