Help Desk Manager

JOB TITLE:Help Desk Manager

REPORTS TO: Vice President of Operations

RESPONSIBILITIES:

As a key member of the IT Leadership team; the Help Desk Manager's role is to manage the day-to-day operations of Tier I, II, and III Technicians to ensure the agreed-upon level of service to our clients is being met. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of client end-user service requests, including the monitoring, tracking, and coordination of essential functions. The Help Desk Manager provides direct coaching and manages both strategic and tactical operations for the Help Desk team.

QUALIFICATIONS:

• Must have experience working with Connectwise Manage
• Demonstrated progressive experience in the management of a technical support team
• Proven track record of developing and providing processes and procedures.
• Use of metrics data to identify common problems and perform root cause analysis to aid problem resolution
• Maintaining standards and ensuring that they are adhered to, as well as proactively trying to add to these standards whenever possible
• Working proactively and cooperatively to increase the capabilities of the support team
• Ability to take initiative and move projects forward with limited direction
• Detail-oriented with the ability to work at a swift pace
• Strong time management skills with the ability to manage multiple projects and deadlines
• Strong interpersonal skills and ease with building/establishing rapport with an array of people and teams
• Professional demeanor, goal-oriented, self-motivated, creative, flexible and adaptable to new situations
• Passion for learning, trying new things, understanding what works and quickly adjusting what doesn't
• Experience managing multiple direct reports and teams
• Extensive experience with desktop and server operating systems, including Active Directory and PowerShell scripting
• Experience administrating and managing Office 365 tenants
• Experience with server virtualization; Hyper-V, VMware
• Experience with Cloud Computing; Azure, AWS
• Experience with WAN, WWAN, Wi-Fi and LAN technologies
• Experience with SQL, SQL queries
• Experience managing and configuring Firewalls and VPNs
• Working knowledge of a range of diagnostic utilities, and Help Desk ticketing systems

Essential Functions

• Manages the day-to-day activities of Tier I, II, and III and works with multiple vendors to ensure SLAs are being met with consistent top-level service
• Manages and maintains strategic initiatives ensuring forward progress to company and departmental goals
• Design and enforce request handling and escalation policies and procedures
• Provide timely communication of outages related to business impacts to the affected clients
• Track and analyze trends in Help Desk requests ensuring the Help Desk team is properly and timely engaging clients to bring about problem resolution
• Oversee the development, implementation, and administration of Help Desk team training procedures and policies
• Train, coach, and mentor Technicians
• Hours generally support a balanced lifestyle, however, must be willing and able to work long hours and some weekend work as projects/tasks may require
• As this job description is not intended to be all-inclusive, the employee will be expected to perform other duties as assigned

PHYSICAL REQUIREMENTS:

Must have the ability to safely perform movements such as pushing, pulling, lifting, bending, kneeling, reaching and lifting up to 50 pounds with or without reasonable accommodations

WORK CONDITIONS:

As assigned, including some weekends, evenings and holidays; exempt position

AA/EEO/M/F/D/V