Manager - Help Desk

Role overview

The Milwaukee Brewers are looking for a driven Help Desk Manager to run both on-site and remote end-user support for front office employees, remote staff, and American Family Field. This position suits someone who leads with urgency, holds a high bar for accountability, and consistently raises service quality. You will set the tone for dependable support, help grow the team, and keep technology ready for day-to-day business needs as well as event operations.

What you'll do

• Lead Help Desk activity and team members so support is fast, effective, and service standards remain high.
• Recruit, onboard, coach, train, and evaluate Help Desk staff while giving regular feedback to improve performance.
• Create and roll out training initiatives for deployed technology.
• Develop training material and documentation for new IT Services hires.
• Run and expand the IT internship program at American Family Field, including mentoring, administration, and long-term program development.
• Set, track, and improve Help Desk KPIs, including SLAs, policies, and procedures.
• Manage relationships with major IT vendors such as telecom, hardware, and managed services providers.
• Keep end-user device inventory accurate through asset management tools, including assignments, lifecycle tracking, and refresh planning.
• Oversee iPhone and iPad ordering, activation, and upgrades for Milwaukee Brewers Baseball Club front office staff.
• Handle computer imaging, deployment, and rollout across the organization.
• Maintain documentation, including the Day of Game manual.
• Support purchasing of IT equipment and other supplies when needed.
• Contribute to IT Operations project deployments.
• Help scope and implement technology support for Brewers special events.
• Assist with game-day and after-hours IT support as needed.

What we're looking for

• Deep knowledge of end-user computing environments, including Microsoft 365 applications.
• Hands-on experience supporting and administering VoIP phone systems.
• Ability to provide one-on-one technical training.
• Strong people skills and clear verbal and written communication.
• Background in leading, coaching, and developing staff in a service-focused setting.
• Experience using ticketing platforms, ITSM tools, and endpoint management systems.
• Structured, analytical problem-solving approach.
• Excellent organization and attention to detail.
• Strong writing skills and a habit of documenting processes and procedures carefully.
• A service-first mindset with a willingness to go above and beyond for customers.
• Availability to work extended hours, including nights and weekends, and to be on-site for baseball and non-baseball events when required.

Supervisory scope

This role directly manages full-time staff in IT operations and includes responsibilities such as interviewing, hiring, training, performance reviews, rewards, discipline, and resolving employee concerns in line with company policies and applicable laws.

Education and experience

A bachelor's degree from a four-year college or university is preferred, though an equivalent mix of education and related experience is also acceptable. Candidates may also qualify with two to four years of relevant experience and/or training.

Physical requirements

This role regularly involves using hands, fingers, and arms, as well as talking and hearing. It often includes reaching and may occasionally require standing, walking, sitting, stooping, kneeling, crouching, or crawling. The job requires the ability to lift or move up to 50 pounds. Vision requirements include close, distance, peripheral, and adjustable focus.

Work environment

The position may involve exposure to outdoor weather conditions such as heat, cold, and precipitation, along with occasional exposure to moving mechanical parts. The typical noise level is quiet.

Travel

Occasional travel to the Brewers Spring Training complex in Arizona may be needed, and is expected to account for less than 5% of total working hours.

Schedule

Standard business hours are Monday through Friday, 9:00 AM to 5:00 PM. Additional time will be needed through an on-call rotation that includes some weekends, evenings, and holidays during the year.

Benefits and perks

• Competitive health and dental rates, plus fully covered vision insurance.
• 401(k) matching and an extra annual company contribution.
• Unlimited paid vacation.
• Paid parental leave.
• Recognition programs and incentives.
• Online learning tools for personal and professional growth.
• Business resource groups.
• Paid volunteer time.
• Inclusive training and leadership development opportunities aligned with club values.
• Brewers home game tickets, promotional giveaways, and additional discounts.