IT Help Desk Manager

Job Description

Position Title: IT Help Desk Manager
Location: Sakira Manufacturing Inc. | CHAMPRO, Dominican Republic

About CHAMPRO

CHAMPRO® is a leading privately owned manufacturer of sporting goods and apparel with a proud 30-year history. We are dedicated to delivering high-value, traditional and innovative sports equipment and apparel, distinguished by our commitment to exceptional customer service and driven by integrity. Our core business philosophy revolves around our customers; we take immense pride in providing them with the best overall value in team sports products. At CHAMPRO, we empower athletes and teams with quality gear, backed by a legacy of trust and excellence.

Position Summary

CHAMPRO is seeking an experienced and dedicated IT Help Desk Manager to lead our IT support operations from our primary manufacturing facility in Sakira, Dominican Republic. You will be responsible for ensuring the efficient and effective delivery of IT support services to our employees across multiple locations. This role requires a strong leader who can manage a team, optimize help desk processes, maintain high levels of user satisfaction, and skillfully manage IT vendor relationships and procurement.

Key Responsibilities

Leadership and Team Management

• Lead, mentor, and manage a team of IT Technicians located in Sakira 1, Sakira 2 (Dominican Republic), and Bannockburn, Illinois (USA).
• Set performance goals, conduct regular performance evaluations, and provide ongoing training and development opportunities for the team.
• Foster a collaborative and problem-solving environment within the IT support team.

Help Desk Operations

• Oversee daily IT Help Desk operations, ensuring timely and effective resolution of all IT-related issues.
• Develop and implement policies, procedures, and best practices for the IT help desk.
• Manage the ticketing system, ensuring accurate logging, categorization, prioritization, and escalation of support requests.
• Monitor help desk metrics and KPIs to identify trends, areas for improvement, and ensure service level agreements (SLAs) are met.
• Ensure proper documentation of IT issues, resolutions, and knowledge base articles.

Internal Application Support

• Act as the first point of contact for support related to internal business applications, including Microsoft Dynamics AX, Korber Edge, and CPA.
• Provide initial troubleshooting and incident resolution for these applications before escalating complex issues to system administrators or development teams.
• Develop and maintain a knowledge base for common application issues and their resolutions.

Vendor Management and Procurement

• Manage relationships with IT vendors and service providers.
• Procure IT equipment, software subscriptions, and services as requested by IT Technicians and based on organizational needs.
• Research and evaluate new IT products and services to ensure optimal value and performance.
• Oversee inventory and asset management of IT hardware and software across all supported locations.

Technical Support and Troubleshooting

• Provide advanced technical support and troubleshooting for hardware, software, network, and complex system issues when required.
• Coordinate with other IT teams (e.g., networking, system administration) for escalated issues or project implementations.

User Satisfaction

• Promote a customer-centric approach to IT support, ensuring high levels of user satisfaction.
• Collect user feedback and implement improvements to enhance the overall IT support experience.

Communication

• Act as the primary point of contact for IT support communications across Sakira and Bannockburn locations.
• Provide regular reports on help desk performance to senior management.

Requirements (Qualifications)

• Bachelor’s degree in Information Technology, Computer Science, or a related field; or equivalent hands-on experience.
• Proven experience (preferably 5+ years) in an IT help desk or technical support role, with at least (preferably 2+ years) in a leadership or management position.
• Strong technical proficiency in:
  • Google Workspace administration and support (formerly G Suite)
  • Windows operating systems (client and server environments)
  • Networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi)
  • Hardware troubleshooting (desktops, laptops, printers, mobile devices)
  • Remote support tools and methodologies
  • User authentication and multi-factor authentication (MFA) systems, specifically DUO SSO
  • Voice over IP (VoIP) solutions and collaboration platforms, particularly RingCentral
• Familiarity with enterprise-level application support such as ERP systems (e.g., Microsoft Dynamics AX) and WMS/MES systems (e.g., Korber Edge).
• Experience with help desk ticketing systems (e.g., Zendesk, ServiceNow, Freshservice).
• Demonstrated experience in vendor management and IT procurement.
• Excellent leadership, communication, and interpersonal skills.
• Ability to manage multiple priorities and work effectively in a fast-paced manufacturing environment.
• Strong analytical and problem-solving skills.
• Fluency in both Spanish and English (written and verbal) is required to effectively communicate with teams in the Dominican Republic and the United States.
• Availability to work on-site at the Sakira manufacturing facility.

Preferred Qualifications

• ITIL Foundation certification.
• Experience supporting manufacturing operations or industrial IT systems.
• Experience managing geographically distributed teams.
• Direct experience with Microsoft Dynamics AX, Korber Edge, or CPA.