IT Helpdesk Manager
About The Position
Manage the daily operations of the IT helpdesk, ensuring that all technical support requests are addressed promptly and efficiently. This includes triaging and routing tickets to the appropriate teams or personnel. Establish and maintain specific customer service standards, to ensure consistent IT helpdesk performance including SLAs, and performance reporting. Manage a team of helpdesk technicians, providing leadership, training, and support to ensure high levels of customer service and satisfaction. Regularly conduct feedback sessions to help team members grow and improve their skills. Manage the end-user hardware lifecycle, including procurement/request management, deployment, and decommissioning of IT hardware assets (e.g. laptops, desktops, monitors, docks, scanners, printers, peripherals, etc.). Ensure that all hardware assets are tracked and documented accurately to maintain an up-to-date inventory. Manage and oversee the user life cycle, including user account management tasks such as User Onboarding, User Offboarding, and User Modifications. Assist with the management of audit and third-party accounts. Provide IT technical support to company employees, both remotely and in-person by troubleshooting, diagnosing, and remediating technical issues. Share weekend on-call rotation and extended hours support (if applicable). Perform work on assigned special and recurring projects (e.g. quarterly and annual processes) to ensure the completion of projects in a timely and efficient manner. Assist with internal and external audits. Create, update, and maintain manuals and checklists by gathering and organizing information, then ensuring the accuracy and availability of information for end users and technicians. HOURS will average approximately 40 per week and will include sharing weekend on-call rotation and extended hours support. This position is budgeted for 2,080 hours per year.
Requirements
- Broad knowledge of IT systems, including hardware, software, and networks.
- Understanding of IT Security.
- Excellent customer service and communication skills.
- Bachelor’s degree in information technology, Computer Science, or equivalent educational experience.
- Certifications related to Information Technology.
- Several years of experience in technical support.
- Experience leading a helpdesk team.
Responsibilities
- Manage the daily operations of the IT helpdesk
- Triage and route tickets
- Establish and maintain customer service standards
- Manage a team of helpdesk technicians
- Manage the end-user hardware lifecycle
- Manage and oversee the user life cycle
- Assist with the management of audit and third-party accounts
- Provide IT technical support to company employees
- Share weekend on-call rotation and extended hours support
- Perform work on assigned special and recurring projects
- Assist with internal and external audits
- Create, update, and maintain manuals and checklists
Benefits
- Comprehensive benefit package to include:
- Health, dental, and vision benefits
- 401k w/ company match
- Paid time off; paid holidays
- Group and voluntary life insurance and disability insurance
- Aflac supplemental plans
- Employee Assistance Program
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
251-500 employees
