Information Technology Helpdesk Manager

Job Description

The Helpdesk Manager directs and coordinates development and production activities of Helpdesk Department.

Skills

· Microsoft Office, Office 365 Administration, Active Directory, Azure, PowerShell, Adobe, Teams phone, VMWare, advanced computer hardware maintenance and network support

· Working knowledge of Windows and Linux operating systems, software, and programming

· Experience in data cabling networks

· Strong knowledge of IT and infrastructure, excellent leadership, written and verbal communication skills, decision-making and problem-solving skills, strong and data-driven mindset that translates into leadership skills, results-oriented, strategic thinker and planner

· Ability to communicate with coworkers and clients in a professional manner

· Organization and prioritization, detail- oriented

· Professional writing skills

Physical Requirements

Must be able to lift 50 pounds, must be able to sit at a desk for long periods of time, must be able to wear a headset provided by company.

Certifications

MCP, ITIL

Role and Responsibilities

· Operations:

Organizes, directs, and monitors daily activities of helpdesk staff

Distributes workload to helpdesk team, monitors and reviews performance

Monitors service calls to observe helpdesk staff’s demeanor, technical accuracy, and conformity to company policies; provides feedback as needed

Monitors and analyzes productivity of helpdesk staff; generates reports based on analysis

Fields questions from helpdesk staff and clients; recommends solutions to customer/end user issues

Establishes procedures, prepares and coordinates schedules, and expedites workflow

Maintains records of helpdesk requests and complaints

Possesses and maintains thorough knowledge of computer product information

Create tickets in ticketing system for customer issues such as solving usage problems and fulfilling service desk requests that require IT involvement

Provide hardware, software, or network problem diagnosis and resolution via telephone, email, or chat to end users or internal staff

Configure, install, upgrade, move, change, add, troubleshoot, and repair server infrastructure, PCs, laptops, printers, phones, and associated peripherals as needed

Monitor IT infrastructure and applications for service interruptions and security incidents

Identify SLA priority for tickets and follow guidelines for timely resolution

Monitor all tickets in queue to ensure proper progress for resolution and timeline for SLA is being met

Assist technical team to resolve problems and implementation of solutions

Update tickets as issues progress and are resolved

Determine project requirements, project planning, develop work schedules for the team, and ensure project workflow remains on trajectory to completion

Delegate tasks and set daily, weekly, and monthly goals

Liaise with team members, management, and clients to ensure projects are completed to standard

Identify risks and form contingency plans as appropriate

· Development:

Accept delivery of equipment and supplies and perform inventory, storage, and organization tasks

Maintain pool of loaner laptops and other equipment and log location of loans as necessary

Document and review technical procedures for company policy management

Review products, processes, and systems on an ongoing basis to determine where improvements can be made

Measure and report on operational performance and develop plans to improve relevant key performance indicators

Expert understanding of products and services with ability to invent new ways products can serve customers

Continual research of technological trends to remain relevant in the market

Participate in the development of the organization’s long- and short-term strategies

· Human Resources:

Development and training of technical staff when new policies and systems are initiated for growth and development of technician skill set

Delegate responsibilities as appropriate

Empower operational team with leadership and resources needed to successfully complete operations initiatives

· Other duties as needed

Full-time