Job Description

Role Summary: The ideal candidate starts with an expert understanding of operating systems and application support, solid networking (DHCP, DNS, TCP/IP, Windows Domains, and M365), great people skills and a solid work ethic. As a Help Desk Manager, you will lead our Help Desk team. The ideal candidate will have 5+ years’ experience supporting business technology and 2+ years of experience managing two or more team members, with a strong focus on service delivery, team leadership, and process optimization. 

Primary Responsibilities

• Lead, mentor, and manage a small team of IT professionals located in multiple locations.
• Conduct performance reviews, provide constructive feedback, and support the professional development of team members.
• Foster a collaborative and positive team environment that encourages innovation and problem-solving.
• Develop and implement global IT support solutions, documentation, and best practices.
• Oversee day-to-day IT support operations, including incident and request management, asset management.
• Analyze service performance metrics to identify areas for improvement and implement data-driven solutions.
• Identify bottlenecks or infrastructure issues and escalate to appropriate teams where necessary.
• Provide support for a wide variety of trouble tickets related to computers, software, hardware, phones, peripherals, wireless devices, A/V equipment, and anything else technical in nature. Respond either in-person, remote control, or by driving to our sites.
• Build and prepare desktop images to automate and simplify desktop management.
• Manage Active Directory accounts, basic o365 mailbox issues, Windows image creation and maintenance.
• Participate in company information security efforts, policy and process documentation, equipment inventory, service availability, system up-time, network availability and other initiatives to improve the department.
• Follow up with associates to ensure issue has been resolved for high level satisfaction and work with other team members and escalate when required.
• Participate in an on-call schedule.
• Assist coworkers with related duties and projects as needed. Projects and duties may require work outside of normal working hours.

Qualifications

• Experience with troubleshooting and advanced knowledge of computers, operating systems, printers, network connectivity, mobile and wireless devices, copiers, and scanners.
• Hands-on experience with scripting languages such as PowerShell
• Expertise with Microsoft Windows and Office products in a Windows Domain.
• Good listening, written and oral communication skills with the ability and interest in delivering exceptional customer service.
• Problem solving skills and ability to cope with new and different problems.
• Self-initiative and motivation to work without requiring strict supervision.
• Ability and desire to learn new skills quickly in a stressful environment.
• Valid driver’s license and own transportation.
• Travel is required. Work overtime or on-call as needed.

Working Environment

• Duties are performed in an in-person office environment but may occasionally be required to perform job duties outside of the typical office setting.

Physical Requirements

• Interaction with people and technology while either standing or sitting.
• Must be able to communicate face-to-face and on the phone.
• Must be able to lift 50 pounds unassisted, climb stairs, and crawl beneath desks and in tight areas.

Note: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and/or skills required of all personnel so classified.