Global IT Helpdesk Manager

Charlotte, NC, USA Req #1778
Tuesday, July 26, 2022

At Odyssey, we believe high expectations are the key to everything. When we strive to become better than what we are, everything around us becomes better, too.  Odyssey strives to foster an environment that allows employees to develop new ideas and thrive. With our advanced technology, global network and integrated processes, we regularly break new ground for clients and are able to offer logistics careers that cultivate successful professionals and develop existing talent.

Our team is comprised of logisticians, engineers, technicians and supply chain experts, as well as professionals in other administrative and specialized areas who work at multiple locations across the United States, as well as in our international operations in North America, Europe and Asia.

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The Global Helpdesk Manager is responsible for managing the Helpdesk Desk Team, offering a continuous 24x7 support of infrastructure and applications within the scope of Odyssey’s Services

Principal Duties and Responsibilities

  • Manage Help Desk service requests and monitor activities for Odyssey Logistics platform hardware and software products
  • Effectively transition and implement new Support processes and procedures for execution by Helpdesk and Support Team for Tier 1 and Tier 2 issues resolution
  • Administer Office 365 environment including: licenses, accounts, group permissions and resources
  • Provide administration and support of Voip telephony systems
  • Providing guidance, training and processes on incident management and responses
  • Develop and maintain the knowledge base of incidents and solutions
  • Monitor ticket volumes and performance metrics while supporting the team in exceeding expectations
  • Ensure the proper handling of inventory in assigned sites. Ensuing accurate inventory records as well as inventory is on hand to meet needs
  • Participate in the global platform patching and release processes
  • Manage to all service level agreements and produce metrics in support of results.  Analyze results to identify trends and opportunities for continual improvement
  • Identify areas of improvement and propose remediation to upper management

Qualifications and Key Skills:

  • M.S. or B.S. in Computer Science\Engineering or related field
  • Minimum 5 years of total IT experience
  • Minimum 3 years’ experience in software and support services
  • Minimum  2 years managing a  helpdesk  team
  • Experience in supporting enterprise applications in a high availability environment
  • Background and understanding of ITIL Service management
  • Supply chain and logistics experience is a plus
  • Strong interpersonal skills and the ability to communicate effectively
  • Strong problem-solving skills and a meticulous attention to detail required
  • Ability to work independently with minimal supervision
  • Reasoning Ability:  Ability to apply common sense understanding to carry out instructions furnished in written or oral form
  • Language Skills:  Ability to read and comprehend instruction in English.

Work Environment:

Normal office environment.   

Physical Demands:

Must operate normal office equipment such as a phone, computer, fax machine, and copy machine. Prolonged periods sitting at a desk and working on a computer.   





We offer competitive compensation and benefits package including:

  • Choice of medical plans with FSA, HRA and HSA options;
  • Company-paid dental and life/disability Plans;
  • 401K with company match;
  • Preferred vendor discounts;
  • Work-life balance

No relocation allowance will be considered unless specifically addressed. All applicants must be currently authorized to work in the United States.

Odyssey is an Equal Opportunity Employer and does not discriminate against qualified applicants with regard to race, color, religion, age, sex, national origin, disability, sexual orientation, genetics or veteran status. In addition to federal law requirements Odyssey complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.  This policy applies to all terms and conditions of employment.


Other details

  • Job Family Technology
  • Pay Type Salary
Location on Google Maps
  • Charlotte, NC, USA