{"id":1480608,"url":"https://alion.io/job/champro-it-help-desk-manager","title":"IT HELP DESK MANAGER","company":{"id":1930630,"name":"CHAMPRO®","domain":"champrosports.com","url":"https://alion.io/company/champrosports","size_band":"1-10","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"JobScore","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["DO"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":63000,"max_usd":165000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":419},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"Service Desk","optional":false},{"name":"Google Workspace","optional":true},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-09-01T12:53:22Z","employer_posted_date":"2026-09-01","last_verified_at":"2026-10-01T13:18:56Z","board_verified":true,"closed_at":null,"days_open":30,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":30},"description":"IT HELP DESK MANAGER\nLocation: La Vega, Dominican Republic Work Model: 100% On-site\nReports to: IT Director\nEmployment Type: Full-time\nAbout the Role\nWe 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.\nThis 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.\nThe role requires strong interaction with multiple locations and stakeholders, making professional fluency in English and Spanish essential.\nKey Responsibilities\nLead the day-to-day IT Help Desk / Service Desk operation across multiple locations.\n\nLead, coach and develop the IT support team, including performance follow-up, coaching and KPI management.\n\nManage ticket prioritization, escalation and resolution processes.\n\nProvide hands-on technical support and participate in the diagnosis and resolution of complex IT incidents.\n\nEnsure effective support for end users across hardware, software, connectivity and enterprise applications.\n\nCoordinate escalated issues with infrastructure, systems and other IT teams.\n\nSupport and continuously improve Help Desk processes and service levels.\n\nManage IT vendors, procurement activities and technology assets.\n\nMaintain effective communication with internal stakeholders and geographically distributed teams.\n\nSupport a customer-focused IT service culture and identify opportunities to improve the end-user experience.\n\nRequired Qualifications\n5+ years of experience in IT Support, Help Desk or Service Desk environments.\n\n2+ years of experience leading IT teams.\n\nDemonstrated experience supervising a team of approximately 6-10 employees or a comparable leadership scope.\n\nProven people-management experience, including performance management, coaching and KPI follow-up.\n\nExperience managing IT support operations across multiple locations.\n\nExperience with ticketing systems, incident escalation and Help Desk / Service Desk operations.\n\nExperience with managing users in Active Directory (either on-premises or Azure)\n\nExperience with networks is essential\n\nStrong hands-on technical capability combined with the ability to lead and coordinate a team.\n\nExperience managing IT vendors, procurement and technology assets.\n\nFluent professional English and Spanish, both verbal and written.\n\nAvailability to work 100% on-site in La Vega, Dominican Republic.\n\nAvailability for occasional nights and weekends based on operational requirements.\n\nPreferred Qualifications\nExperience in manufacturing, Free Trade Zone operations or another complex operational environment.\n\nExperience working with multicultural or international teams.\n\nExperience supporting ERP, WMS, MES or other enterprise applications.\n\nExposure to Microsoft Dynamics AX, Körber Edge and/or CPA is a plus, but is not required.\n\nExperience with Google Workspace, DUO SSO and/or RingCentral, or comparable technologies.\n\nITIL or related IT Service Management knowledge/certification is a plus.","description_format":"text","description_chars":3216,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":2,"team_size_min":6,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Spanish","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Dominican Republic","iso":"DO","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Consumer Goods","Soldier Equipment","Sporting Goods"],"lifecycle":[{"event":"open","at":"2026-09-29T20:52:43Z"}],"liveness":{"score":47,"band":"ok","label":"Likely open","p_open":1,"p_active":0.624,"p_room":0.75,"age_days":29,"expected_fill_days":30,"reasons":["conf:2","win:late"],"computed_at":"2026-10-01T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/champro-it-help-desk-manager","json_url":"https://alion.io/job/champro-it-help-desk-manager.json","meta":{"generated_at":"2026-10-02T01:44:31Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2257,"day_limit":5000,"remaining_today":2743,"minute_limit":60,"resets_at":"2026-10-03T00:00:00Z"}}}