Help Desk Manager


NextGear Capital, a Cox Automotive brand, is seeking a Help Desk Manager with experience leading technical support teams located in Carmel, IN outside of Indianapolis.

Job Summary

The Help Desk Manager will be responsible for the strategic direction as well as the day-to-day tactical operations of the Help Desk and Desktop Support groups. This role will report to the Director of Information Technology.

Key Responsibilities:

  • Direct staff in solving business problems through trouble tickets and in any other method of service requested
  • Hire, coach, mentor, review and terminate direct reports
  • Daily review and update to tickets
  • Develop and report on SLAs/KPIs for tickets and all other services
  • Make recommendations for improvements to the structure and tools used by the Helpdesk and Desktop Support teams
  • Collaborate with the Infrastructure Manager to coordinate activities and schedules
  • Provide AARs, Post Mortems, and Root Cause Analysis as needed/requested following incidents impacting multiple users
  • Manage desktops and laptops as well as the systems used to support, image, patch and inventory them
  • Ongoing support


  • At least 5 years of managing teams focused on technical support
  • College Degree or equivalent work experience
  • At least 8 years of experience in a fast-paced corporate Infrastructure, Helpdesk or Development environment
  • Experience managing technical employees
  • Hiring, coaching, mentoring, reviewing, and terminating employees

Physical Demands:

  • Standing, sitting, walking
  • Ability to work in a fast paced environment
  • Ability to stand and sit for long periods of time
  • Ability to operate office equipment, computers, faxes, scans, copiers and phones
  • The position requires good speaking and listening skills

Cox Automotive, Inc. is transforming the way the world buys,sells and owns cars with industry-leading digital marketing, software,financial, wholesale and e-commerce solutions for consumers, dealers,manufacturers and the overall automotive ecosystem worldwide. Committed to openchoice and dedicated to strong partnerships, the Cox Automotive family includesManheim®, Autotrader®, Kelley Blue Book®, Dealertrack®, vAuto®, Xtime®,NextGear Capital® and a host of other brands. The global company has nearly 30,000team members in more than 200 locations and is partner to more than 40,000 autodealers, as well as most major automobile manufacturers, while engaging U.S.consumer car buyers with the most recognized media brands in the industry. CoxAutomotive is a subsidiary of Cox Enterprises.

Organization: Cox Automotive

Primary Location: US-IN-Carmel-11799 N College Ave

Employee Status: Regular

Job Level: Manager

Shift: Day Job

Travel: Yes, 5 % of the Time

Schedule: Full-time

Unposting Date: Ongoing

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