Helpdesk Support Manager

Job Summary

The Help Desk Support Manager will manage the IT support team and will be responsible for supporting the company's systems and infrastructure. The ideal candidate will have excellent communication and interpersonal relationship skills to work with different personnel and management styles.

Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to tickets, runs diagnostic programs, isolates problems, and determines and implements solutions.

Duties and Responsibilities:

• Assigning and managing tasks to the IT support team.
• Providing the first level of escalation on issues.
• Provide technical assistance and support for incoming tickets and issues related to computer systems, software, and hardware.
• Walk customers through the problem-solving process.
• Manage onboarding of new employees, offices, and locations.
• Manage office and location closings
• Install, assemble, modify, and repair computer hardware and software.
• Run diagnostic programs to resolve problems.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Understand wireless and wired networks
• Follow up with customers to ensure the issue has been resolved.
• Run reports to determine malfunctions that continue to occur.
• Responsible for Customer/user satisfaction as it relates to IT services and support.
• Maintain IT inventory database.
• Assess, debug, and resolve technical problems associated with desktops and system peripherals.
• Perform all duties in a respectful, professional manner following client policies and procedures.
• Performs all business administrative duties in a timely and accurate fashion.
• Other duties as assigned.

Qualifications:

• A bachelor's Degree in a related field is preferred
• Five or more years of hands-on help-desk experience.
• 1-2 years managing technical teams.
• Knowledge of hardware/Microsoft operating systems through the current version.
• Experience supporting the MS Office Suite through the current version.
• Familiarity with iPads, iPhones, and iOS is a plus
• Experience with Jira is a plus
• Understanding of Mobile Device Management tools and Endpoint patching, and anti-virus tools

• Willingness to solve complicated problems and see projects through to completion.
• Analytical skills to study problems and records and identify solutions.
• Team-oriented attitude to help other colleagues and departments with technical problems.
• Strong interpersonal communication and relationship-building skills.
• Ability to manage and effectively prioritize time across numerous projects

• Proven commitment to customer satisfaction and success.
• Attention to detail

Work Environment

• Moderate noise typical of an office setting such as computers, printers, phones, and light customer traffic.
• Ability to climb a step ladder to install equipment.
• Occasional requirement to work on local and remote work sites in an outdoor setting.

We are an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status