IT HELP DESK MANAGER

Location: La Vega, Dominican Republic Work Model: 100% On-site
Reports to: IT Director
Employment Type: Full-time

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.

• 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.

• 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.

• 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.