What are the responsibilities and job description for the Helpdesk Manager position at Empire State?
*Applicants MUST submit a cover letter with resume to be considered.
*This position will require in-office presence. Hybrid work schedules may be possible based on specific job duties and consistent with ESD policy.
*Minorities, women, and individuals with disabilities are encouraged to apply. Please contact Human Resources if you require an accommodation.
BASIC FUNCTION:
IT Helpdesk Manager position is an essential employee post requiring a hands-on technical leader to assist the Director of User Support Services in optimizing the day-to-day operations of the IT helpdesk while overseeing and managing staff performance. This role requires a team player who can assist with motivating the technical team to achieve goals as well as leverage extensive IT experience to resolve escalated technical issues.
Excellent written and verbal communication skills are essential, as well as a strong focus on customer service when interacting with staff, consultants, and vendors across all levels.
WORK PERFORMED:
- Manage and supervise a team of IT Helpdesk professionals providing mentorship and guidance.
- Provide a high level of technical expertise and resolve escalated complex IT issues.
- Assist in planning and executing technology projects, upgrades, migrations, coordinating resources and timelines to minimize disruption to business operations.
- Maintain working knowledge of Active Directory and assist with User Onboarding and Offboarding process.
- Assist with VDI (Virtual Desktop Infrastructure) Administration.
- Assist with maintaining IT hardware and software inventory.
- Oversee ESD’s Zendesk Helpdesk implementation, training, usage and reporting.
- Collaborate with other departments and stakeholders to understand IT requirements and priorities, ensuring alignment with business objectives.
- Conduct regular performance evaluations for assigned staff.
- Provide mentoring and professional development activities for Helpdesk Staff.
- Stay current with emerging technologies, industry trends, and best practices to support business operations.
- Engage in Vendor and Partner relationships to assist in procuring IT products and services.
- Assist with Developing IT procedures and best practices to optimize helpdesk operations.
- Assist with MDM/Wireless device Set-up and deployment.
- Assist with the installation, configuration, troubleshooting, and support of computer hardware and software.
- Assist ESD staff in developing working knowledge of IT systems.
- Maintain advanced knowledge of ESD's standardized software applications to assist in problem resolution and needs assessment.
- Train new helpdesk employees on IT systems, procedures, and customer service skills.
- Assist and backup Director of User Support Services with implementation of new initiatives, AD management and all other Server & Portal Administration tasks as needed.
- Assist IT Management with special assignments.
- Assist with IT project initiatives and management as needed.
- Up to 10% of travel to any ESD office location as required. Some overnight trips will be required as well.
- Assist with IT Disaster Recovery efforts, testing, and documentation as needed.
- Perform other IT related duties as directed by IT Management.
MINIMUM REQUIREMENTS:
5 years of proven experience in IT helpdesk management, with a demonstrated track record of effectively leading and managing IT teams in a dynamic environment.
Proficiency in IT systems, network infrastructure, and security principles, with hands-on experience in implementing and managing enterprise-level IT solutions.
Outstanding communication, interpersonal, and leadership skills, with the capacity to engage with diverse stakeholders and influence decision-making at various organizational levels.
Strong project management skills, with the ability to plan, organize, and execute multiple projects concurrently within budget and schedule constraints.
Analytical mindset with problem-solving capabilities and attention to detail, coupled with strategic thinking and business acumen.
Familiarity with cloud computing, virtualization, networking, and Microsoft Networks is advantageous.