Manager- Help Desk

Job Summary
As the Helpdesk Manager, you will be responsible for overseeing the daily operations of our help desk department, ensuring the delivery of high-quality technical support and exceptional customer service. You will manage a team of direct reports, collaborate with cross-functional teams, implement and maintain efficient help desk systems and processes. The ideal candidate will have a strong background in help desk management, excellent leadership skills, and a passion for delivering outstanding IT support.

Essential Functions:
• Develop and implement help desk policies, procedures, and best practices to ensure efficient and effective operations.
• Monitor and maintain help desk systems, including ticketing software and knowledge base, to ensure accurate tracking and resolution of support requests.
• Establish and enforce Service Level Agreements (SLAs) to meet or exceed customer expectations.
• Oversee inventory management and procurement of hardware and software assets, ensuring availability and proper documentation.
• Collaborate with IT teams to plan and execute patching and software updates, minimizing service disruptions.
• Monitor and respond to system alerts and incidents, ensuring timely resolution and minimal downtime.
• Manage on-call rotation schedule, providing 24/7 support for critical issues and emergencies.
• Coordinate and oversee hardware and software upgrades, ensuring compatibility and minimal user disruption.
• Manage the deployment and configuration of workstations, laptops, and servers, ensuring security and optimal performance.
• Foster a customer-centric culture within the help desk team, promoting excellent customer service and satisfaction.
• Analyze help desk performance metrics and generate reports, identifying areas for improvement and implementing corrective actions.
• Stay up-to-date with industry trends and advancements in help desk technologies, recommending and implementing innovative solutions.
• Collaborate with internal stakeholders to continuously improve help desk processes, workflows, and knowledge sharing initiatives.

Supervisory Responsibility
Will have supervisor level leadership responsibilities over direct reports. 

Work Environment
This is a fully remote, work-from-home position with light, occasional, travel.  A suitable work area within the home and adequate Internet connection are required.

Position Type/Expected Hours of Work
Employee should be available during standard business house.  Employee must be willing to work non-standard work hours including evening and weekends as needed.  Employee must work at least 40 hours per week to maintain full time status.

Travel
Travel may be expected for this position.

• At least two (2) years of experience in the following technical areas:
  o Experience troubleshooting PC’s and Microsoft applications. 
  o PCs, laptops, thin clients, stand-alone and networked printers, standalone and networked scanners.
  o Demonstrated experience repairing, installing, upgrading, and reconfiguring any of these items.
  o Demonstrated experience installing and configuring Windows 10/11 OS.
  o Demonstrated experience performing basic Active Directory Administration.
  o Standard Software: Must be proficient in Microsoft Office, Windows 10/11 OS, and general PC Software.
  o Service desk software (opening, documenting, closing, and follow up on service calls).
• Experience with cloud computing environments such as Azure and AWS is a bonus.
• Proven experience in help desk management, with a strong understanding of ITIL principles and best practices.
• Excellent leadership and team management skills, with the ability to motivate and inspire a diverse team.
• Strong knowledge of help desk systems, ticketing software, and remote support tools.
• Experience in planning and executing patching, upgrades, and system maintenance activities.
• Familiarity with backup and disaster recovery strategies and tools.
• Strong problem-solving and analytical skills, with the ability to prioritize and multitask in a fast-paced environment.
• Relevant certifications (e.g., ITIL, HDI, Microsoft) are a plus.