IT Helpdesk Manager

$50,000 - $70,000/Yr

Midwest Petroleum - Ballwin, MO

Full-time - Mid Level

Ballwin, MO

501-1,000 employees

Merchant Wholesalers, Nondurable Goods

About the position

The IT Helpdesk Manager at Midwest Petroleum is responsible for overseeing the Helpdesk Team to ensure effective and efficient technological support across the company. This role involves managing the installation, configuration, testing, and maintenance of software, network equipment, hardware, and telecommunications systems. The manager will also participate in a 24/7 on-call rotation and work collaboratively with team members to enhance skills and service delivery.

Responsibilities

• Manage the IT Help Desk team of 2-3 members to provide technical support across the company.
• Provide support remotely from the office or by traveling to retail locations.
• Serve as the problem-solver and support for other Helpdesk members.
• Coordinate and oversee service repairs on all hardware and software issues with in-house IT staff and external vendors, ensuring timely resolution.
• Perform Help Desk duties similar to that of the Help Desk Specialist, including directly handling customer inquiries.
• Manage and maintain Office 365 applications and services, including Azure, Exchange Online, SharePoint Online, Teams, and OneDrive.
• Monitor hardware, software, and system performance metrics.
• Serve as the primary asset management resource, including hardware and software inventory maintenance.
• Analyze and prepare reports of customer inquiries/requests trends.
• Recommend improvements in overall service, monitor staff performances, and implement effective quality control measures.
• Collaborate with IT Team to implement and support IT infrastructure projects and initiatives.
• Follow up with users to ensure issues are resolved.
• Actively seek ways to improve business software processes and interactions.

Requirements

• Bachelor's degree in IT/computer science or related field.
• 3-5 years in IT or related fields.
• Driver's License with clean motor vehicle record.

Nice-to-haves

• Experience with Windows 10 and Windows 11 PCs.
• Familiarity with mobile devices (phones and tablets, handhelds, DVRs, cameras, servers, etc).
• Knowledge of diagnostic testing and troubleshooting hardware and software issues.

Benefits

• Competitive salary ranging from $50,000 to $70,000 per year.