What are the responsibilities and job description for the IT Help Desk Manager position at RP Tech Services?
We are a leading Managed IT Services Provider (MSP)delivering enterprise-level IT solutions to businesses across multiple industries. Our services include cybersecurity, cloud solutions, IT support, and infrastructure management.
Job Summary:
Seeking an experienced and highly technical IT Helpdesk Supervisor to join our Managed Service Provider (MSP) team. The IT Helpdesk Supervisor will be responsible for overseeing a team of support technicians and ensuring the timely resolution of IT issues for our clients. The ideal candidate will have a minimum of 10 years of experience in IT support management and a strong technical background.
Responsibilities:
- Supervise and lead a team of support technicians, including training and development, performance management, and scheduling.
- Ensure that all support requests are addressed in a timely manner and to the satisfaction of the client.
- Monitor service level agreements (SLAs) and ensure that they are met or exceeded.
- Maintain and improve upon existing IT support processes and procedures.
- Identify opportunities for process improvement and implement changes as necessary.
- Manage relationships with clients and act as a liaison between clients and the technical support team.
- Provide technical support and guidance to the support team when necessary.
- Ensure that the support team is up to date with the latest technologies and industry trends.
- Maintain accurate documentation and records related to support activities.
- Participate in on-call rotation for after-hours support.
Requirements:
- Minimum of 5 years of experience in IT support management.
- Strong technical background and experience with a variety of technologies, including but not limited to: VMware, Windows Server, Active Directory and networking concepts.
- Excellent communication skills and the ability to manage relationships with clients.
- Strong leadership skills and the ability to manage and develop a team of support technicians.
- Experience with service management tools. ConnectWise is preferred.
- Ability to work independently and manage multiple priorities effectively.
Preferred Qualifications (Bonus Skills):
- Strong understanding of computer hardware, software and networking concepts.
- Experience with desktop and server operating systems.
- Knowledge of network infrastructure, including routers, switches, firewalls, and VPNs.
- Familiarity with virtualization technologies, such as VMware or Hyper-V
- Experience with cloud computing platforms, such as AWS, Azure, or Google Cloud.
- Understanding of cybersecurity principles and best practices.
- Experience with endpoint security tools, such as antivirus, antimalware, and encryption software.
- Knowledge of backup and disaster recovery concepts and tools.
- Experience with remote support tools and technologies.
- Understanding of Active Directory, including user and group management and security permissions.
- Basic understanding of networking concepts, such as TCP/IP, DNS, and DHCP.
- Ability to document technical issues and resolutions in a helpdesk ticketing system.
- Excellent communication skills, both written and verbal, to effectively communicate with end-users and escalate issues as necessary.
- Willingness to learn and stay up-to-date with the latest technologies and industry trends.
Compensation & Benefits:
✅Salary :$75,000 - $85,000
✅ Performance Bonuses & Profit Sharing based on KPI achievements.
✅ Health, Dental, and Vision Insurance.
✅ Flexible PTO & Remote Work Options.
✅ Professional Development & Certification Reimbursements.
Job Type: Full-time
Pay: $75,000.00 - $85,000.00 per year
Benefits:
- Health insurance
- Paid time off
Ability to Commute:
- Bridgewater, NJ 08807 (Preferred)
Work Location: In person
Salary : $75,000 - $85,000