IT Help Desk Manager

As a full-time IT Service Manager, you will take ownership of our IT support functions, ensuring efficient resolution of technical issues and continuous improvement in service delivery. This role focuses on managing processes, systems, and vendor relationships—without direct personnel management responsibilities.

Key Responsibilities:

• You will work independently to support company-wide IT needs, acting as the primary point of contact for all IT-related issues and initiatives.
• This role is an individual contributor position and does not involve managing a team. Instead, you will be responsible for overseeing IT operations, optimizing workflows, and collaborating with departments to support our technical infrastructure.
• Oversee and optimize IT support processes.
• Manage the ticketing system to track, resolve, and document IT issues effectively.
• Monitor service metrics and implement process improvements to enhance efficiency and user satisfaction.
• Act as the escalation point for complex or critical issues, ensuring timely resolution.
• Collaborate with stakeholders to align support services with organizational goals.
• Create resources and documentation to improve IT processes.
• Provide recommendations on technology, tools, and resources to improve IT operations.
• Stay current with emerging technologies and best practices to maintain a high standard of service delivery.

What We’re Looking For:

• Proven experience managing IT support processes and service operations
• Bachelor’s degree in IT, Computer Science, or related field (or equivalent work experience).
• Strong organizational, communication, and problem-solving skills.
• Proficiency in help desk systems and tools (e.g., Zendesk, ServiceNow).
• Ability to work independently and manage time effectively as a contractor.
• IT certifications (e.g., ITIL, CompTIA A ) are a plus but not required.
• Proven experience in IT help desk management or a similar leadership role.
• Strong technical troubleshooting and problem-solving skills.
• Excellent leadership, communication, and organizational abilities.
• Familiarity with help desk software and performance metrics.
• Commitment to continuous improvement and delivering excellent user experiences.

Working for Humm Kombucha:

At Humm, every position and person is equally valued. We’re all in this together, and there is an overwhelming sentiment that every Humm-ster feels in which they know that their job is as important as any other job in the company. Everyone shares in each success, and everyone learns from every failure. Many new positions are filled from within the company, fostering a sense of continuity and opportunity. The engine that drives Humm is the Humm-sters, a diverse and dedicated group of professionals who handle every aspect of the company, from brewing and bottling to sales and finance. From its inception, Humm has cultivated a culture of appreciation, respect, love and joy. Humm-sters embody and nurture these qualities as they not only define the culture but nourish it on a daily basis just as they nourish what our customers love inside our bottle. Being a Humm-ster means being a part of something wonderful, and something that couldn’t exist without each and every person on our team.