IT Help Desk Manager
On-siteLa Vega, La Vega, Dominican Republic
Job Summary
Lead a bilingual team of IT Technicians across Sakira Plants and Bannockburn, overseeing daily help desk operations, ticketing systems, and vendor relationships. Manage performance goals, procurement for hardware and software, and inventory for IT assets. Serve as the primary point of contact for internal application support on Microsoft Dynamics AX, Korber Edge, and CPA, while troubleshooting complex network, hardware, and software issues. Monitor SLAs, collect user feedback, and generate performance reports to senior management. Report to the IT Infrastructure & Operations Director, working Mon-Fri 10 AM to 7 PM with fluctuating hours.
Required Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent hands-on experience
- 5+ years of experience in IT support, service desk operations, or technical support environments
- at least 2 years in a supervisory, team lead, or management capacity
- professional fluency in both English and Spanish
- 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
- Availability to work on-site at the Sakira manufacturing facility
Desired 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
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