It Help Desk Manager

Arrow Lift is a successful and growing company, specializing in accessibility and lift systems, with an exciting and challenging opportunity for an individual with a strong sense of teamwork and excellent management skills. This position offers the ability to have a meaningful impact on the success of our company while also having an opportunity for significant growth.

The IT Manager position will manage and oversee the IT Help Desk, internal network and related functions as well as act as Project Manager for internal/3rdparty development projects and technology implementations. While Project Management experience is a plus, it’s not an essential qualification.

Responsibilities

Team Leadership and Management:

• Manage IT Team Members including hiring, task assignment and coordination, scheduling, performance evaluation, and disciplinary actions.
• Set priorities and monitor workloads to ensure efficient operations.
• Provide coaching, mentoring, and training to Team Members for skill enhancement.
• Participate in strategic planning and implementation of company technology initiatives.

Technical Support & Software Project Management:

• Assist Team Members in resolving complex technical issues and provide guidance on problem-solving.
• Monitor the quality and efficiency of technical support provided by the Team.
• Handle escalated technical issues and ensure timely resolution.
• Manage internal and external/3rd party software and IT projects.

Customer Service:

• Drive a customer-centric approach within the Team, ensuring high levels of internal customer satisfaction.
• Oversee interactions with end-users, ensuring professionalism and effectiveness.

Process Improvement:

• Develop and optimize processes, workflows, and standard operating procedures.
• Implement best practices for incident management, service request handling, and knowledge management.
• Identify training needs for the Team and organize training sessions to enhance technical and soft skills.
• Stay updated on emerging technologies and industry trends to keep the Team informed.

Performance Monitoring and Reporting:

• Monitor and report on key performance indicators (KPIs) such as response time, resolution time, and internal feedback.
• Analyze root causes of recurring issues and implement proactive measures to prevent them.

IT Assets and Resources Management:

• Manage IT assets, resources, and inventory throughout the company.
• Ensure proper asset tracking, maintenance, and compliance with company policies.
• Monitor and adhere to assigned budget.

Miscellaneous:

• Effectively work with all internal Team Members and external partners.
• Occasionally greet and assist customers entering our showroom.
• Other duties as assigned.

Essential qualifications

• Experience managing IT Help Desk, IT department, or similar.
• Comfortable wearing multiple hats, changing gears as business need dictates.
• Excellent verbal and written communication skills: every interaction with internal customers reflects on our team.
• Willingness to learn, be coachable, and follow directions.
• Self-motivated and willing to take the initiative.
• People-oriented with the ability to build business relationships.

Preferred qualifications

• Experience managing or developing software projects.
• Scrum or Agile certification.
• Bachelor’s degree in a technical field (Engineering, Mathematics, Computer Science, or similar)

In addition to telling us a little bit about yourself over the brief one-way video interview questions, we also invite you to please follow the link below to take a brief assessment provided by our pre-employment testing partner, Test Gorilla:

https://app.testgorilla.com/s/y5pkmoc2

Thank you!