IT Helpdesk Manager

UFP Technologies•Newburyport, MA

35d

About The Position

The IT Helpdesk Manager leads the IT helpdesk team, ensuring efficient resolution of technical issues and providing a seamless IT experience for associates. This role involves managing the helpdesk team, optimizing processes, maintaining the helpdesk platform and maintaining high service levels while ensuring alignment with organizational goals.

Requirements

Bachelor’s degree in information technology or related discipline, and 5 years combined experience with Microsoft desktop and network technologies, or equivalent combination of education and experience.
Microsoft technical certifications or equivalent experience.
Proven customer service ability and orientation.
Occasional travel to meet with helpdesk team members is required.

Responsibilities

Leads and mentors the IT helpdesk team, including scheduling, performance evaluations, and professional development.
Oversees operations of the IT helpdesk, ensuring timely and effective issue resolution.
Implements and maintains IT support tools and technologies, such as ticketing systems and knowledge bases.
Manages all helpdesk service responsibilities associated with computer services, phones, printers, mobile devices, software troubleshooting, and software installation.
Supports routine administration of operating systems including user account creation, monitoring, security and maintenance.
Recruits, onboards, and trains helpdesk staff to establish and maintain a high-performing team.
Promotes a culture of customer service excellence and collaboration.
Leads process improvement to improve the user experience.
Assists other IT staff with administration of e-mail, anti-virus, helpdesk and other applications.
Provides functional guidance, training and confers with system users regarding problem resolution.
Coordinates with IT service providers and suppliers for related purchases.
Resources a process to monitor the helpdesk after hours. Depending on the severity of the issue, enable resolving the issue after hours including being on call typically one week per month in the off hours.
Acts as an escalation point of complex or unresolved issues.
Develops and enforces standard operating procedures (SOPs) and ensures adherence to service-level agreements (SLAs).
Monitors and analyzes helpdesk metrics and KPIs to identify trends, improve performance, and report outcomes.
Continuously assesses and improves helpdesk processes to enhance efficiency and service quality.
Serves as the primary liaison between the helpdesk team and other departments.
Ensures compliance with company policies, standards, and security protocols.
Performs all other duties as assigned or needed.