Help Desk Manager

E2 Consulting Engineers•Emeryville, CA

8d•Onsite

About The Position

The Help Desk Manager works in a Microsoft 365 environment to effectively lead a team of IT support staff, consistently serving the needs of business stakeholders. E2 Consulting Engineers, LP (E2) is a professional services firm established in 1988 specializing in a full spectrum of engineering services including, project engineering and design, federal base operations and infrastructure support services, gas pipeline construction and inspection services, environmental consulting and remediation, and information technology services. At E2, we value safety, innovation and collaboration, and we are dedicated to excellence.

Requirements

Bachelor’s degree in information technology, computer science, business, or a related field preferred. Equivalent relevant experience may be considered
5 or more years of progressive help desk or end-user support experience, including at least four years in a supervisory or management capacity in Microsoft 365 environment
Experience creating operational documentation, knowledge-base content, support procedures, and management reports
Experience supporting mobile smart devices, remote users, office locations, and hybrid support workflows
Hands-on experience with Microsoft Entra ID, Intune, endpoint administration, Windows support, and Microsoft Autopilot

Nice To Haves

ITIL, Microsoft, CompTIA, HDI, or related service-management and technical certifications

Responsibilities

Maintain clear communication with users, IT leadership, business stakeholders, vendors, and remote offices regarding service status, planned work, risks, and major incidents
Participate in IT planning, budgeting, operational reporting, audits, and business continuity activities as assigned
Partner with Infrastructure & Systems, Power Platform, and Security, Compliance & Governance teams to coordinate changes, resolve cross-functional issues, and improve the end-user technology experience
Develop and maintain help desk procedures, knowledge articles, troubleshooting standards, escalation paths, onboarding and offboarding checklists, and asset records
Establish and monitor service-level expectations, including response time, resolution time, ticket aging, backlog, customer satisfaction, first-contact resolution, and reopen rates
Promote compliance with company security requirements, access-control processes, software standards, data-handling practices, and incident-reporting procedures
Review ticket trends and service data to identify recurring issues, capacity constraints, training needs, and opportunities for automation or process improvement
Lead, coach, schedule, and develop help desk personnel while maintaining key performance indicators
Oversee daily help desk operations, including ticket intake, prioritization, assignment, escalation, follow-up, and closure
Oversee the deployment, configuration, replacement, and lifecycle management of Windows PCs using Microsoft Autopilot and related endpoint management processes
Serve as the primary escalation point for complex, high-impact, or time-sensitive incidents and coordinate communication through resolution
Coordinate vendor support and technology purchasing related to help desk services, devices, peripherals, warranties, licensing, and repairs
Ensure consistent support for Microsoft Teams, OneDrive for Business, Microsoft Office, SharePoint Online, Exchange Online, Microsoft Entra ID, Intune, and related collaboration services
Ensure reliable support for mobile smart devices that access company systems, including configuration, connectivity, security compliance, and user assistance
Provide hands-on support when needed and perform additional IT leadership or support duties as assigned