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Service Desk It Jobs in Indiana (NOW HIRING)

Amrize

IT Help Desk

Franklin, IN · On-site

$18 - $24/hr

We're seeking a IT Help Desk who's ready to be part of our mission to manufacture and deliver innovative, performance-driven building products with unmatched service and integrity. Our focus is ...

Givelify

IT Specialist

Indianapolis, IN · On-site

Live in the ticketing/IT Service Management system - log accurately, keep SLAs in view. * Learn our ... Your experience: * 0-1 year in help desk, IT support, or an IT internship. * Working knowledge of ...

Givelify

IT Specialist

Indianapolis, IN · On-site

Live in the ticketing/IT Service Management system - log accurately, keep SLAs in view. * Learn our ... Your experience: * 0-1 year in help desk, IT support, or an IT internship. * Working knowledge of ...

Leidos

IT Specialist Mid

Indianapolis, IN · On-site

$36 - $42/hr

SMIT MCEN is the largest IT services program for the Navy. Under the Service Management ... service desk, and data transport. Ultimately, Leidos will support the Navy in unifying its shore ...

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Service Desk It information

What is a Service Desk IT professional?

A Service Desk IT professional is responsible for providing technical support and assistance to users experiencing issues with computer systems, software, and hardware. They serve as the primary point of contact for troubleshooting, problem resolution, and service requests within an organization. Service Desk IT staff may handle tasks such as resetting passwords, resolving connectivity problems, and escalating more complex issues to higher-level technical teams. Their goal is to ensure that IT services run smoothly and efficiently, minimizing downtime for end users.

What are the key skills and qualifications needed to thrive as a Service Desk IT professional?

To thrive as a Service Desk IT professional, you need a solid understanding of computer systems, troubleshooting processes, and customer support, often supported by a degree in IT or relevant certifications like CompTIA A+ or ITIL. Familiarity with ticketing systems (such as ServiceNow or Jira), remote desktop tools, and knowledge base platforms is typically required. Strong communication, patience, and problem-solving skills are crucial for effectively assisting users and managing stress. These skills ensure efficient resolution of technical issues, high user satisfaction, and smooth IT operations within an organization.

What are some common challenges faced in a Service Desk IT role and how can they be managed?

Service Desk IT professionals often encounter challenges such as handling high volumes of support requests, prioritizing urgent issues, and effectively communicating technical information to non-technical users. Time management and strong organizational skills are essential for managing ticket backlogs and meeting service level agreements. Developing excellent customer service skills and staying calm under pressure can help in resolving user concerns efficiently and maintaining positive interactions. Regular training and collaboration with team members can also aid in staying updated with new technologies and troubleshooting techniques.

What is the difference between Service Desk It vs Help Desk Technician?

AspectService Desk ItHelp Desk Technician
CertificationsITIL, CompTIA A+CompTIA A+, HDI
Work EnvironmentCorporate IT support, enterprise environmentsHelp desk, technical support centers
Employer & IndustryIT service providers, large organizationsSmall to medium businesses, tech support firms
Search & Comparison IntentUnderstanding roles, career paths, certificationsTechnical support, troubleshooting skills

Service Desk It typically involves managing IT support requests within an organization, focusing on incident resolution and service management. Help Desk Technicians often handle first-level technical support, troubleshooting hardware and software issues. While both roles require similar certifications and work in support environments, Service Desk It has a broader scope including service management processes, whereas Help Desk Technicians focus more on direct user support.

Is a service desk an IT job?

A Service Desk IT role involves providing technical support and assistance to users, often handling hardware, software, and network issues. It typically requires knowledge of IT tools, troubleshooting skills, and customer service abilities, making it a common entry-level IT position.

What does a service desk IT do?

A Service Desk IT professional provides technical support to users by troubleshooting hardware, software, and network issues. They assist with incident management, service requests, and often use ticketing systems to track and resolve problems efficiently.

What are popular job titles related to Service Desk It jobs in Indiana?

For Service Desk It jobs in Indiana, the most frequently searched job titles are:

What job categories do people searching Service Desk It jobs in Indiana look for?

The top searched job categories for Service Desk It jobs in Indiana are:

What cities in Indiana are hiring for Service Desk It jobs?

Cities in Indiana with the most Service Desk It job openings:

Service Desk It jobs near you
Infographic showing various Service Desk It job openings in Indiana as of August 2026, with employment types broken down into 1% As Needed, 78% Full Time, 18% Part Time, and 3% Contract. Highlights an 90% Physical, 1% Hybrid, and 9% Remote job distribution.

Manager - IT Help Desk

MacAllister Rentals

Indianapolis, IN • On-site

Full-time

Posted 8 days ago

Job description

Description
Position Summary
The Manager - Help Desk leads end-user support services, ensuring consistent, high-quality IT service delivery aligned to business objectives and IT strategy. This role is accountable for service performance, user satisfaction, continuous improvement and hands-on support leadership during critical and high-demand situations. The position collaborates closely with Infrastructure and Security & Microsoft Platforms teams to deliver integrated, efficient resolution of incidents and requests. This role serves as the owner of IT Service Management (ITSM) processes, including incident, request, and knowledge management, and is accountable for end-to-end user experience across IT services.
Position Duties/Responsibilities
Primary Responsibilities:
  • Own end-user support services as a formal service, including strategy, roadmap, standards, and continuous maturation of service delivery capabilities aligned to business and IT priorities.
  • Own and manage IT Service Management (ITSM) processes, including incident management, request fulfillment, knowledge management, and service catalog governance, ensuring consistency and continuous improvement.
  • Own the measurement and continuous improvement of end-user experience, including user feedback programs, adoption metrics, and service perception.
  • Define, track, and report on SLAs, KPIs, and service metrics aligned to IT and business objectives.
  • Lead day-to-day support operations, managing service performance through SLAs, KPIs, trends, and user feedback to ensure timely resolution and high customer satisfaction.
  • Lead end-user communication and readiness for system changes, outages, and new service deployments.
  • Oversee and optimize support platforms, including ticketing systems, knowledge management, and self-service capabilities to improve efficiency and reduce demand.
  • Partner with Infrastructure and Security & Microsoft Platforms teams to coordinate escalations and facilitate resolution, while maintaining ownership of ticket lifecycle, communication, and user impact management.
  • Lead user enablement, communication, and training initiatives to improve technology adoption and reduce support demand.
  • Manage vendor relationships, staffing models, and support-related resources while contributing to operational planning, budgeting, and service forecasting.
  • Serve as the incident coordinator for major incidents, managing communication, ticket orchestration, and stakeholder updates, while partnering with technical teams for resolution.
  • Act as a hands-on, working manager by stepping in to support ticket resolution, troubleshooting, and user support during high-volume periods and critical incidents to maintain service levels and team effectiveness.
  • Operate as a service owner within defined domain responsibilities, ensuring accountability for service performance, reliability, user experience, and continuous improvement.
  • Participate in enterprise change management processes, ensuring coordination, communication, and risk management across all IT changes.
  • Collaborate across IT teams while maintaining clear ownership boundaries to ensure efficient and accountable service delivery.

Supervisory Responsibilities:
  • Direct supervision of technical staff.
  • Ensure team adherence to ITSM processes, standard operating procedures, and service quality standards.
  • Lead, coach, and develop team members, establishing performance expectations, metrics, and accountability while driving continuous improvement.
  • Manage workloads, staffing, and resource allocation to ensure effective coverage and support for operational and escalated needs.
  • Partner with Infrastructure and Security & Microsoft Platforms leadership to align support models, escalation processes, and service level expectations.

Position Requirements
Required:
  • Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
  • At least 8 years of experience in IT help desk or technical support.
  • Minimum of 5 years of supervisory or managerial experience in IT help desk or technical support management.
  • Proficient knowledge of IT systems, networks, hardware, software, and applications.
  • Proficient knowledge of the Microsoft ecosystem (Teams, SharePoint, Dynamics Customer Service, Dynamics CRM).
  • Proven experience in leading and developing IT help desk staff.

Preferred:
  • Relevant IT certifications, such as CompTIA A+, Network+, Security+, ITIL, or Microsoft.

Knowledge, Skills, And Abilities
The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Strong understanding of IT service delivery, including underlying end-user technologies and the analytical ability to evaluate performance trends, identify issues, and drive continuous improvement.
  • Strong understanding of IT Service Management (ITSM) frameworks such as ITIL, including incident, request, and knowledge management processes.
  • Ability to lead support teams as a hands-on, working manager, combining leadership and technical capability to step in during high-volume periods and critical incidents to support troubleshooting, ticket resolution, and escalation handling while maintaining service levels and a strong customer-focused culture.
  • Ability to lead incident coordination during major outages, ensuring timely communication and alignment across technical teams.
  • Strong collaboration and communication skills to work effectively with IT teams, users, and leadership.
  • Ability to prioritize workload, balance operational demands with improvement initiatives, and make sound support decisions.
  • Broad understanding of enterprise systems and their impact on user experience and support demand.
  • Ability to handle sensitive user, operational, and system information appropriately

Other Requirements of Position
  • Works under limited supervision. Independently determines the approach to take and the methods to use. Interprets policy in terms of objectives. Informs manager of unusual situations with far reaching implications.
  • Major responsibilities do typically require a modest amount of creativity and latitude. Employee typically operates under general instructions with some established procedures and policies.
  • Frequently communicates with departmental & divisional co-workers, management, outside vendors, etc.
  • Required to communicate and establish a cooperative, working relationship to ensure customer and employee satisfaction.
  • Independent decisions involving routine matters of organizational and time management issues are made daily. An error in judgment or procedure could impact cost factors involving time issues. Some financial impact could result from invoices, including cost and profit but it is unlikely that any error would go undetected by the supervisor, especially through the processing of paperwork.
  • Maintains equipment and supplies to avoid waste, damage to areas and equipment, and to prevent accidents.

The duties and responsibilities outlined in this posting are not exhaustive and may evolve based on business needs.
All MacAllister Machinery companies are an Equal Employment Opportunity Employer, including Disabled and Veteran applicants.

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