IT Helpdesk Manager

Position Description:

• Oversee daily operations of the IT helpdesk and ensure all ticket activity is fully documented.
• Coach/mentor helpdesk team members as necessary to ensure satisfactory ticket response and resolution times, and improve helpdesk interactions with informed, professional responses to problems and questions.
• Provide oversight of helpdesk activities, including providing escalation support or directing escalations to the appropriate resource.
• Assist team members as necessary with the deployment, troubleshooting, and management of computers, peripheral equipment and software within established standards and guidelines and aid with support requests as needed.
• Management of RMM tools to deploy applications, monitor computers, peripheral equipment, and apply security patches to computers.
• Administrating and coordinating MDM platform to manage mobile devices and security profiles.
• Asset management - Purchasing and maintaining hardware inventory and keeping it up to date. Evaluate new systems and equipment for use.
• Maintain vendor relations for key hardware, software, and service suppliers, such as cell service providers, MDM, and managed print services.
• Maintains a high level of proficiency in hardware, software, networking and other technologies related to the IT department.
• Work with other IT team members to develop and maintain a working knowledge of the company environment.
• Manage after-hours on-call rotation and provide escalation support as necessary. Participate in an emergency on-call rotation.
• Create and develop documentation for policies and procedures and maintain a knowledgebase of known issues and resolutions.
• Track and analyze trends in support requests and generate statistical reports to identify problem areas for improvement.
• Assist or perform software license management, audit activities, and renewals, and identify any cost reduction opportunities.
• Maintain and conduct email-focused security awareness training and testing.
• Additional duties and projects as assigned.

Requirements:

• Bachelor of Science in Computer Science or related field and 4+ years professional work experience or equivalent educations and work-related experience.
• Minimum of three years experience in a helpdesk support role.
• Minimum of three years experience supporting a Windows desktop environment.
• Ability to manage helpdesk employees with scheduling, ticket assignments, ticket escalation, and general day-to-day direction.
• Skilled in communication with a focus on customer service and satisfaction.
• Experience administering an Office 365 environment.
• Experience using RMM software to deploy software and patches.
• Experience with asset and inventory management processes.
• Ability to interpret and communicate IT terms and information to non-technical users.
• Provide outstanding customer service to all internal and external clients, including professional communication to the executive team.