Information Technology Help Desk Manager

Since 1969, Eagle Transport Corporation has been a trusted leader in the transportation industry, specializing in the safe and reliable movement of fuel, chemical, and dry bulk products. With terminals throughout the eastern United States and ongoing expansion in the Southeast, we’re seeking an experienced IT professional to lead our helpdesk operations at our corporate headquarters in Rocky Mount, NC.

About the Role

As the IT Helpdesk Manager, you will lead daily support operations to ensure timely resolution of hardware, software, and network issues—minimizing downtime and maintaining employee productivity. This role is ideal for a hands-on leader with strong troubleshooting skills, a customer-focused mindset, and the ability to guide teams with clarity and empathy. You will play a key role in driving operational efficiency and delivering a seamless technology experience across the organization.

Key Responsibilities

• Ticket Management: Oversee the helpdesk ticketing system; assign and prioritize incoming support tickets to appropriate team members.
• Team Leadership: Lead, mentor, and develop helpdesk staff to maintain a responsive, service-oriented team.
• Collaboration & Culture: Foster a culture of innovation, open communication, and shared knowledge.
• Technical Support: Act as the primary escalation point for complex issues; perform hands-on troubleshooting and problem resolution.
• Vendor & Cross-Team Coordination: Collaborate with the internal IT team and external vendors to resolve advanced technical issues.
• On-Call Support: Participate in a 24/7 on-call rotation, providing after-hours 1^st and 2^nd-level support and system monitoring.
• System Oversight: Maintain and support essential IT operations, including:
• Windows/macOS/Linux operating systems
• Microsoft 365 and Outlook/Exchange email systems
• Security tools and software installations
• Desktop and laptop hardware, mobile devices, printers, VOIP systems, and fax/copier equipment
• Network infrastructure, servers, and cloud applications
• Stakeholder Engagement: Build strong internal relationships and act as a trusted advisor for IT-related needs.
• User Communication: Keep users informed during issue resolution and provide proactive communication and updates.
• Escalation Management: Quickly and effectively resolve or escalate unresolved issues to maintain high customer satisfaction.
• Process Development: Design and implement standard operating procedures (SOPs) for IT service delivery and support workflows.
• Continuous Improvement: Identify opportunities for improving processes and systems to increase efficiency and end-user satisfaction.
• Performance Monitoring: Track key metrics (KPIs, SLAs, feedback) to evaluate helpdesk performance and drive improvements.

Required Qualifications

• Bachelor’s degree in information technology, Computer Engineering, or a related field, or equivalent work experience.
• 3+ years of leadership experience in an IT support or helpdesk management role.
• Proven ability to troubleshoot and resolve hardware, software, and networking issues across multiple platforms, including Windows, macOS, and Linux.
• Excellent leadership, communication, and interpersonal skills with the ability to manage teams and engage with stakeholders at all levels.
• Demonstrated ability to lead teams, set expectations, and foster a collaborative, high-performance work environment.
• Strong analytical and problem-solving skills with attention to detail.
• Must be able to lift up to 50 pounds occasionally (for hardware setup and support tasks).

Preferred Certifications

• ITIL Foundation; HDI Support Center Manager; CompTIA A+; CompTIA S+CE; CompTIA Security+; Microsoft 365 Certified

Why Work at Eagle Transport?

• Health & Wellness: Comprehensive medical, dental, and vision plans.
• Retirement & Financial: 401(k) with company match, Health Savings Account (HSA), and Flexible Spending Account (FSA).
• Work-Life Balance: Paid time off (PTO), paid holidays, and access to employee assistance programs.
• Additional Perks: Travel Connect Services, wellness initiatives, and opportunities for ongoing development.

Bring your leadership, service mindset, and technical skills to Eagle’s dynamic IT Operations team!