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IT Help Desk Manager

Manchester, NH | Full Time
14 Days Ago

Job Description

About Mainstay

We believe in using the power of technology and of business to help people flourish.  We serve SMB clients in northern New England by delivering a full IT and Information Security department – offering people an unparalleled technology experience. 

It is our commitment to people that makes us who we are. We love what we do, and we love who we do it with. We are driven by our mission: to give more than we get. We believe that business done right lifts all stakeholders and is a powerful force for good.  People are always the ends, never the means.

The IT industry is exciting and rapidly evolving, and our market is growing. Today, our clients typically range from 15-300 employees and are headquartered in an hour’s radius from our offices (Manchester and Belmont, NH).  They include professional services firms, nonprofits, manufacturers, and the like.

With consistent 20% annual growth rates and as an ~80-person company, we have grown steadily since inception 17 years ago. No outside owners, investors, or debt (and plans to keep it that way) means we control our future and can build in full alignment with our values. Our goal is to scale in ways that improve quality for our team and clients – pioneering approaches that let us achieve scale while furthering our mission, culture, and quality to clients.

In New Hampshire, we’ve been recognized as a Best Companies to Work For 4 years in a row. Other awards include Coolest Companies for Young Professionals, “Best of Business” for Managed IT Services, and the Torch Award for Marketplace Ethics.  We have made the Inc. 500 | 5000 List for fastest growing small businesses 5 times. 

 

About the Position 

Are you a leader in Information Technology who enjoys getting into the weeds and working directly with clients? Do you enjoy helping a team navigate tricky situations while growing and developing them?

Mainstay Technologies seeks the experienced IT help desk leader who is committed to providing exceptional, high-quality service to our clients via the teams that they lead. This person strives to enable team members in meeting success measures and growth goals while enhancing our culture.

 Internally knows as a Manager of Response Services, you’ll manage a team of Response Services Technicians while also serving as a top-level escalation point in the team for our clients- assisting with technical guidance and workflow. You will work with team members in navigating client situations and will communicate directly with clients and other leaders and teams at Mainstay.   

 

What you will be doing:

  • Ensuring that excellent service is delivered to 100% of clients through the daily management of RS operations
  • Serving as top level escalation point, assisting with technical guidance for the team
  • Lead and develop the ST and RS team members, intentionally training and mentoring individual team members on current duties and future growth paths
  • Monitoring and reviewing the ST and RS service boards, escalating service requests and assigning resources where appropriate
  • Assisting team members navigate client situations, including calling clients and handling ongoing communication by following up with clients or other team leaders
  • Collaborating with the Operations Support team in scheduling onsite visits
  • Assisting other teams with projects, assigning resources and ensuring support/success
  • Managing team capacity and schedules, including scheduling PTO, dispatch requests, and reviewing timesheets
  • Leading Team meetings, communications, and regular 1:1’s
  • Walking team members through challenging individual situations in accordance with Mainstay’s mission, vision, and core values
  • Sustaining and further developing team metrics that are informative of the team’s success
  • Interviewing and building the Response Services team

What you should be like:

  • Proven leadership tendencies, knowing how to guide, encourage, build, and develop those around you
  • Strong interpersonal skills and a passion for helping others- the ability to listen well, read people, build relationships, resolve conflict, collaborate on solutions, and train team members
  • A high level of compassion for both the team and clients: enjoy relating with staff & clients
  • A high level of social intelligence with the ability to “read your audience”
  • Ability to come up beside and assist individuals with professional and individual growth
  • Ability to reassess situations mid task, adapt, pivot, and shift quickly
  • A nimbleness and flexibility in your approach to work
  • Deal maturely with the pressures of the job and take ownership over your own work
  • Ability to collaborate, listen to others, seek differing opinions, and have open decision making
  • Solid problem-solving skills- be able to take a challenge, break it down and solve it by existing or new process

Qualifications and skills expected:

  • Five plus years of progressive experience in the IT field (ten years preferred)
  • Previous leadership experience preferred
  • Higher education focused in IT or technology preferred
  • Excellent technical aptitude with the desire for process improvement
  • Excellent written and verbal communication
  • Committed professionalism; showing up on time, working hard, and committed to the success of the team

Location

We believe in Work-from-Anywhere AND in the value of in-person relationships. We provide nearly unlimited flexibility to work remotely, but we do hold team meetings and all-staffs in person (when there are not health concerns).  This role is a leadership role which will require some onsite time with the leadership team, with team members, and with the ability to quickly meet teammates in the office when appropriate.  Applicants should live within easy driving distance of southern/central NH.  We maintain beautiful offices in both Belmont, NH and Manchester, NH, and we encourage each team member to choose their own balance of home and in-office work, that maximizes wellbeing.  We do encourage all teammates to come in weekly, but it is not required. For a fuller understanding of our WFA philosophy, please read this blog post.

 

Benefits and Comp

This is a full time, salaried position with a full benefits package, including 75% of medical costs covered for the entire family. Benefits also include: 401(k) with 3% match, training program (including paid certifications, tuition reimbursement, and bonuses on achieving certs), laptop, smartphone, charitable program, 4 weeks of starting PTO, and long-term sabbatical benefits.

Application

We utilize an Applicant Tracking System for our applications. Please whitelist the following domains to ensure you receive our communications: jazz.co, jazzhr.com, and applytojob.com

 

Company Overview

  • Website mstech.com
  • Headquarters BELMONT, NH
  • Size <25
  • Founded 2004
  • Type Private
  • CEO RYAN BARTON
  • Revenue $5M - $10M
  • Industry Software & Networking
  • About mainstay technologies
  • Mainstay Technologies specializes in IT solutions for small-medium sized business, nonprofits, and municipalities.

Skills for IT Help Desk Manager

The job skills required for IT Help Desk Manager include Leadership, Problem Solving, Information Technology, Mentoring, Verbal Communication,and Process Improvement etc. Having related job skills and expertise will give you an advantage when applying to be an IT Help Desk Manager. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by IT Help Desk Manager. Select any job title you are interested in and start to search job requirements.

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