IT Service Desk Manager

About the position

We have an opportunity for an IT Service Desk Manager to join our team. The IT Service Desk Manager is responsible for leading a team of support specialists including overseeing daily operations, ensuring timely and effective resolution of user issues, training staff, and maintaining high customer service standards. This position works from our corporate office in Rocky Point, overlooking the beautiful waters of Tampa Bay.

Responsibilities

• Manage the ongoing daily operations of the help desk ensuring accessible coverage
• Support the team in exceeding expectations by coaching, monitoring ticket volume, effectiveness, and performance metrics
• Identify areas for improvement and implement strategies to enhance service quality and user satisfaction
• Define goals and lead staff to achieve desired results
• Support coordination of resources during projects or afterhours escalations
• Create and maintain support documentation and procedures
• Demonstrate ownership in troubleshooting and resolving technical issues as well as identifying trends and root causes
• Collaborate with other managers and departments to partner on strategic initiatives and improve the customer experience
• Configure and install hardware, software, and applications
• Troubleshoot and resolve hardware, software, applications, network, user access, or related issues
• Properly escalate complex problems and/or unresolved requests to appropriate support channel
• Manage all lifecycle phases of user access and equipment
• Ensure security best practices are applied to all facets of the team processes
• Travel to offsite datacenters or branch locations as required

Requirements

• Bachelor's degree with a technical major such as engineering or computer science preferred
• 3+ years of experience working as a Service Desk Manager or Team Lead in an enterprise helpdesk environment
• 3+ years supporting client devices (PC's/MACs, thin clients, tablets, smart phones (Android/Apple IOS)
• 3+ years performing Active Directory administration (AD, DNS, DHCP, GPO)
• Strong knowledge of MS Windows and MS Office suites
• Hands-on software and hardware troubleshooting experience
• Experience working with Antivirus and Antispam technologies
• Experience working with PowerShell preferred
• Experience supporting Mac OS preferred
• Microsoft, Comptia, or Cisco certification preferred
• Strong problem solving and troubleshooting skills
• Excellent verbal and written communication skills
• Ability to maintain productive working relationships with peers
• Strong focus on customer service

Nice-to-haves

• Experience working with PowerShell preferred
• Experience supporting Mac OS preferred
• Microsoft, Comptia, or Cisco certification preferred

Benefits

• 1st day eligibility for health insurance
• Three weeks of PTO
• 9+ paid holidays
• 401k with employer match
• Company provided disability/life insurance