Manager, Support and Network (IT Help Desk)

Support and Network Manager

Description:

We are a rapidly growing company seeking a dynamic and experienced IT Support and Network Infrastructure Administrator to join our IT team. The ideal candidate will play a pivotal role in leading and growing the  comprehensive Help Desk support while also overseeing our network infrastructure.

What you'll do:

• IT Help Desk Management:
• Manage and prioritize Help Desk tickets, ensuring timely resolution and high levels of customer satisfaction.
• Manage  Help Desk staff, providing guidance and support as necessary.
• Provide first and second-level support for all IT-related issues, including software, hardware, and Network.
• Develop and maintain IT support documentation and knowledge base.
• Monitor Help Desk performance metrics, identifying trends and areas for improvement.
• Communicate effectively with end-users to understand issues and provide clear instructions.
• Maintain an inventory of all hardware, software, and Network assets.
• Ensure all systems are backed up and can be quickly restored in the event of a failure.
• Participate in the development and implementation of IT policies and procedures.
• Provide input into the IT budgeting process, ensuring adequate resources are available to meet the company's needs.

• Network Infrastructure Administration:
• Administer and maintain the company's network infrastructure to ensure optimal performance and security.
• Troubleshoot network issues, collaborating with other IT staff and vendors as needed.
• Perform regular system upgrades and patches, ensuring the stability and security of the network environment.
• Monitor network performance and implement strategies to improve reliability and speed.
• Manage network security protocols, conducting regular audits and assessments to identify vulnerabilities.
• Collaborate with other departments to understand Network requirements and implement solutions that support business objectives.

What You'll Bring : 

• Bachelor's degree in Computer Science, Information Technology, or related field.
• Minimum of 3+ years of experience in IT Management and Network administration.
• Strong knowledge of Google Workspace, Okta, and Network management tools.
• Excellent problem-solving skills and ability to provide hands-on support.
• Strong communication and interpersonal skills, with the ability to interact with stakeholders at all levels.
• Ability to manage multiple priorities in a fast-paced environment.