Help Desk Manager

Job Description

Job Description

At Hamilton Beach Brands, Inc., a leading designer, marketer and distributor of small household and commercial appliances, our culture is one of hard work, ethical behavior, and teamwork. We roll up our sleeves and work hard to create products that have been pleasing customers for over 100 years. We offer a comprehensive compensation and benefits package which includes health, dental, and vision insurances, HSA contributions, Profit Sharing, and a 401(k) plan with vested contributions beginning Day One. We provide paid vacation and holidays, summer hours and a paid charitable day off. To offset the cost of staying fit we offer a quarterly subsidy, and you can purchase our products at a discounted cost. We have a casual dress code, flexible hours, and development opportunities. These are just a few of the advantages of working for this dynamic company.

We are seeking qualified candidates for the IT Manager, Help Desk position at our Corporate facility located in Glen Allen, VA. This position will lead the global strategy, development and execution of end-user systems for the entire lifecycle of a client, software and employee on and offboarding, including by not limited to asset and software evaluation procurement implementation and decom, configuration recommendations and roadmap execution and subsequent adoption of Microsoft 365 digital technologies including mobile, collaboration systems, conferencing, web, desktop productivity. This position is 5 days on-site role.

Responsibilities of the position include:

• Accountable for the development, implementation, adoption and maintenance of IT Service Management (ITSM) processes and tools, including the optimization of implementation and process adoption. ITSM strategy includes incident, request and change intake and prioritization process and communication process.
• Lead change management initiatives to support the adoption of Information Technology Infrastructure Library (ITIL) foundation best practices and tools
• Accountable for the supervision, management, maintenance and coordination of centralized IT Service Desk resources to ensure the timely delivery of superior customer service experience handling technology-related incident resolution and request fulfillment to end users.
• Conduct incident trend analysis.
• Review, edit, and maintain support services knowledge database.
• Accountable to drive adoption and continuous improvement of Microsoft 365 services, including Exchange Online, OneDrive, Microsoft Teams, SharePoint, and Office 365 to enhance productivity and collaboration.
• Lead the administration, monitoring, and optimization of Microsoft 365 services, ensuring reliability, security, and performance.
• Responsible for managing all Microsoft and other vendor licensing, ensuring compliance and optimization across the organization.
• Develop and implement Data Loss Prevention strategy and M365 security policies, including conditional access, identity protection, data loss prevention (DLP), and email security policies.
• Manage asset management process for cyber compliance and DLP.
• Manage End-User/End Point access controls and administration to SOX systems and services; Desktop, mobile, collaboration platforms, digital technologies, office productivity.
• Manage global desktop systems deployments, administration, security, and support through management of 3rd party service desk and remote office technical support personnel.
• Manages staff effectively and maintains a cohesive, highly trained, and motivated team, sufficient to meet worldwide HBB demands.
• Learning new technologies, processes and developing team with project experience, certifications and online training.

Required Qualifications

• Bachelor’s degree
• 15 or more years experience in IT
• ITIL, Metrics and Service Management Experience, 5 years
• Enterprise systems user administration, 5 years
• Experience managing complex projects, 10 years
• Microsoft 365 / Office 365 Suite, Administration
• ITIL Framework certification

Hamilton Beach Brands, Inc. is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, gender, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. Our company uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit