About the position
The IT Help Desk Manager position is a critical role within the organization, requiring a hands-on technical leader who will assist the Director in optimizing the day-to-day operations of the IT helpdesk. This position involves overseeing and managing staff performance, ensuring that the helpdesk team operates efficiently and effectively. The ideal candidate will be a team player, capable of motivating the technical team to achieve their goals while leveraging their Level 3 experience to resolve escalated technical issues. Excellent written and verbal communication skills are essential, as the role requires interaction with staff, consultants, and vendors across all levels of the organization, with a strong focus on customer service. In this role, the IT Help Desk Manager will manage and supervise a team of IT professionals, providing mentorship and guidance to enhance their skills and capabilities. The manager will also be responsible for providing a high level of technical expertise to resolve complex IT issues, planning and executing technology projects, upgrades, and migrations, and coordinating resources and timelines to minimize disruption to business operations. A working knowledge of Active Directory is necessary, as the manager will assist with the onboarding and offboarding processes, as well as VDI (Virtual Desktop Infrastructure) administration and maintaining hardware and software inventory. The IT Help Desk Manager will oversee the implementation and training of the helpdesk solution, Zendesk, and collaborate with other departments and stakeholders to understand IT requirements and priorities, ensuring alignment with business objectives. Regular performance evaluations, coaching, and professional development activities for IT staff will also be part of the responsibilities. Staying abreast of emerging technologies, industry trends, and best practices is crucial for identifying, evaluating, and recommending new technologies and operational practices to enhance IT capabilities and support business growth. The manager will establish and maintain relationships with vendors and service providers to procure IT products and services, negotiate contracts, and develop and implement IT policies and procedures to optimize help desk operations.
Responsibilities
- Manage and supervise a team of IT professionals providing mentorship and guidance.
- Provide a high level of technical expertise and resolve escalated complex IT issues.
- Plan and execute technology projects, upgrades, and migrations, coordinating resources and timelines to minimize disruption to business operations.
- Assist with onboarding and offboarding processes using Active Directory.
- Administer VDI (Virtual Desktop Infrastructure) and maintain hardware and software inventory.
- Oversee Helpdesk solution Zendesk implementation, training, and usage.
- Collaborate with other departments and stakeholders to understand IT requirements and priorities, ensuring alignment with business objectives.
- Conduct regular performance evaluations, coaching, and professional development activities for IT staff.
- Stay abreast of emerging technologies, industry trends, and best practices to enhance IT capabilities.
- Establish and maintain relationships with vendors, service providers, and partners to procure IT products and services and negotiate contracts.
- Develop and implement IT policies, procedures, and best practices to optimize help desk operations.
- Serve as the point person for all MDM/Wireless Devices, including setup, deployment, and support.
- Assist in the installation, configuration, troubleshooting, and support of computer hardware and software.
- Assist end-users in developing working knowledge of systems running on LAN, including new-user orientations.
- Train new help desk employees on systems, procedures, and customer service skills.
- Assist and back up the Director of User Support and Training Services with new initiatives and server administration as needed.
Requirements
- College Degree or relevant field required.
- Three to five years' experience in IS Management.
- 2-3 years of supervisory/administrative experience.
- Proficiency in IT systems, network infrastructure, and security principles.
- Hands-on experience in implementing and managing enterprise-level IT solutions.
- Outstanding communication, interpersonal, and leadership skills.
- Strong project management skills with the ability to plan, organize, and execute multiple projects concurrently.
- Analytical mindset with problem-solving capabilities and attention to detail.
- Familiarity with cloud computing, virtualization, networking, and Microsoft Networks is advantageous.
- Knowledgeable in Active Directory and Email administration, O365, MS Windows 11, Mac OS, iOS, MS Office 2016+, Adobe Cloud Suite, Kofax PDF Software, and web-based video conferencing tools.
Nice-to-haves
- Experience with Zendesk or similar helpdesk solutions.
- Knowledge of VDI technologies and administration.
- Familiarity with mobile device management (MDM) solutions.
Benefits
- Competitive salary range of $74,000.00 to $78,000.00 annually.
- Opportunities for professional development and training.
- Supportive work environment that encourages diversity and inclusion.
