Help Desk Manager

Overview
We are seeking a skilled and experienced Help Desk Manager to lead our IT support team. The ideal candidate primary responsibility is to manage the activities and responsibilities of the service delivery team. As a part of this management, they will also be responsible for providing technical assistance to the team and ensuring service and support is provided to clients at agreed levels. The Service Manager reports to the Director of Operations. The Service Manager develops and refines our company best practices.

This position requires a high level of independence and strong client service and skills. Organizational ability is important to keep track of all tasks, because the job requires a great deal of multi-tasking. Accurate and timely tracking of client work, service calls, and related documentation including timesheets is required.

Responsibilities

• Lead and supervise the help desk team to deliver exceptional IT support services.
• Manage the service delivery team’s daily activities as well as the dispatch process of service requests
• Manage and prioritize help desk tickets using ConnectWise Manage.
• Design and maintain process documentation for the service delivery team.
• Oversee troubleshooting of hardware, software, operating systems (Windows, macOS, Linux), and network issues including LAN, VPN, LAN, firewall configurations, and LAN connectivity.
• Ensure timely resolution of desktop support requests related to computer hardware, operating systems, and peripheral devices.
• Manage the remote monitoring and management system to ensure consistency and accurate reporting of client devices
• Maintain and support computer management tasks such as software troubleshooting, operating system updates, and hardware repairs.
• Coordinate with other IT teams to manage IT infrastructure components including servers, firewalls, switches, and network devices.
• Develop and implement policies for IT support processes to improve efficiency and customer satisfaction.
• Provide technical guidance on computer networking, security protocols, and system upgrades.
• Conduct training sessions for staff on new software applications or updates to enhance user experience.
• Monitor help desk performance metrics to identify areas for improvement and ensure high-quality service delivery.
• Product Quoting and procurement
• Establish an environment of exceptional client service that retains existing clients and attracts new clients

Qualifications

• Proven experience in technical support roles with a focus on help desk management or IT support leadership.
• Strong knowledge of operating systems including Windows, macOS, and Linux environments.
• Hands-on experience with computer networking concepts such as LAN/WAN, VPNs, firewalls, and network security protocols.
• Proficiency in managing computer hardware components and troubleshooting software issues across multiple platforms.
• Familiarity with IT support tools such as ConnectWise, Autotask, BMC Remedy for ticket management.
• Excellent communication skills with the ability to convey technical information clearly to non-technical users.
• Demonstrated leadership skills with the ability to manage a team effectively under pressure.
• Knowledge of Microsoft Office suite for documentation and reporting purposes.
• Ability to adapt quickly to new technologies and maintain up-to-date knowledge of industry best practices. This position offers an exciting opportunity to lead a dynamic IT support team while ensuring the seamless operation of our organization's technology infrastructure.
• Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCITP, Citrix CCEA or CCIA, SonicWALL CSSA, Cisco CCNA, or VMware VCP a plus

Job Type: Full-time

Pay: $65,000.00 - $75,000.00 per year

Benefits:

• Paid time off

Work Location: In person

Salary : $65,000 - $75,000