Helpdesk Manager

 Position Title: Help Desk Manager 

Location: Remote 

Reports to: Chief Technology Officer 

 

Position Summary: The Help Desk Manager leads a team of helpdesk technicians who provide tiered level helpdesk client service support and IT infrastructure maintenance to include computer backups and monitoring of all IT systems. 

 

Essential Responsibilities: 

• Lead and manage IT Services team that provides helpdesk, IT infrastructure, and networking support for clients and ETTE. 
• Develop and maintain process-driven, high-quality service delivery experiences for clients 
• Manage helpdesk activities to include assigning, reviewing, monitoring, and auditing helpdesk tickets.  
• Monitor progress and prepare IT Services team status reports that include metrics and key performance indicators.  
• Provide remote helpdesk / technical Tier 3 level support and respond to end-user phone calls and emails. Diagnose and resolve end-user issues/needs related to hardware, software, and client’s network. Support desktop computers, laptops, printers, and mobile phones. 

• Develop and execute technical client projects, such as new office space configurations/reconfigurations, computer, phone, and software deployments; 
• Collaborate with CTO on client infrastructure upgrades, modifications, and deployments. 
• Provide escalated ticket guidance to colleagues to diagnose and resolve tickets. Follow-up with clients and third-party support on pending tickets. 
• Ensure client satisfaction by ensuring concerns are addressed in a timely manner. 
• Prepare IT service quotes and technical proposals for clients, purchase IT equipment and supplies. 

• Ensure the team follows best practices while keeping abreast of current and emerging technologies. 
• Lead, mentor, and coach the IT Services team to perform proficiently with an innovative mindset to exceed client expectations. 
• Assist with talent management activities to include recruitment, training, and retention. 
• Conduct team meetings on a regular basis to discuss project issues and status.  
• Research and present training opportunities for IT Service team members to ensure continuous growth of the team’s knowledge, skills, and abilities; and 

• Perform other duties, as assigned.  

 

Qualifications and Requirements:  

• 8 years of helpdesk management, infrastructure, and networking experience with a minimum of 4 years leading, managing and training IT Service teams.  
• Bachelor’s degree in computer science required, or equivalent work experience. 
• Valid Driver’s License
• Able to pass U.S. Government background check
• Excellent English language skills are required. 
• Experience implementing and operating a process-oriented IT service delivery environment (e.g. – ISO, ITIL, COBIT)  
• IT certifications are a plus (Microsoft, ISACA, CompTIA, etc.) 
• Proficient knowledge of computer and software troubleshooting, networking, security, and firewalls. 

• Working knowledge of Windows, Windows 10, Windows Server, Windows AD, Windows remote desktop, Office 365, Mac OS, monitoring tools, Active directory, and Linux preferred. 
• Knowledge of cloud-managed services (e.g. – Meraki, Ubiquiti). 
• Experience resolving issues in Microsoft Office, Office 365, Adobe products. 
• Strong technical, analytical, interpersonal, communication, and team leadership skills with the ability to communicate technical issues to technical and non-technical audiences. Ability to build and nurture long-term relationships.  
• Proven record of accomplishment driving decisions collaboratively, resolving conflict, and ensuring follow through with exceptional verbal and written communication. 

• Excellent customer service and time management skills. Demonstrated written, verbal, and problem-solving skills, with the ability to be agile and adapt quickly. 
• Ability to motivate, inspire, and lead teams. 
• Driven self-starter who works effectively and efficiently in a collaborative team environment. 
• Ability to effectively manage priorities in a fast-paced office environment, demonstrating a flexible approach with short deadlines. 
• May experience prolonged periods sitting at a desk. 

Compensation
A base salary plus the following benefits after three months:

• Vacation, 80 hours per year
• 401K 3% Contribution (following six months of employment)
• Long Term Disability (60% of salary)
• Short Term Disability (60% of salary)
• Vision Insurance (99% of premium)
• Dental Insurance (99% of the premium)
• Life Insurance ($50K Coverage)
• Health Insurance (100% of the premium for an individual base plan)
• Company Smartphone
• Company Laptop
• Credit Card for business purchases
• Uber for Business account
• Profit-Sharing Plan
• Performance Bonuses