IT Helpdesk Manager

About the role

The IT Helpdesk Manager is responsible for supervising the Helpdesk and managing the technical support staff. The IT Helpdesk Manager is responsible for ensuring an outstanding level of customer service by providing direct IT services and support to all Rosendin employees.

Responsibilities

• Supervise the Helpdesk support staff by defining and establishing schedules, setting priorities, providing support/direction, and dealing with administrative issues as needed
• Manage policies and procedures for helpdesk
• Manage help tickets, i.e., ticket assignment, prioritization, escalation, and resolution
• Gather and analyze metrics to benchmark the helpdesk workload/performance and identify trends in call center issues
• Promote excellent customer service, effective response times and provide expert insights into general support issues. Enforce quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction
• Train helpdesk staff on operational procedures and troubleshooting techniques. Provide training on new hardware and or software applications as requested
• Establish and maintain an environment conducive to team building and cross-departmental communication
• Manage IT inventory
• Ensure that staff provides timely and considerate customer service to end users by fielding helpdesk calls and resolving technical issues
• Analyze and identify trends in issues reported and devise preventative solutions
• Do root cause analysis on major issues
• Other duties and defined by the manager

The duties and responsibilities are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing and other duties will be assigned based on the position’s role within the business unit.

Requirements

• Advanced knowledge of Microsoft Active Directory and Windows 7 & 10
• Advanced knowledge of Microsoft Office 2010 and newer
• Network troubleshooting and working with VPN client software
• Analytical and problem-solving/troubleshooting skills required
• High level of performance in a dynamic and fast-paced team environment
• Willing to take a hands-on approach to ensuring optimal customer service
• Establish and maintain an effective follow-up system to ensure timely and accurate handling of information requests
• Demonstrated ability to use discretion and sensitivity when handling confidential information
• Demonstrated success taking direction and working independently
• Builds and maintains solid work relationships with all levels of staff and senior management
• Proficient in using a computer and Microsoft Office (Outlook,Word,Excel,etc.); Oracle preferred
• Prioritize and manage multiple tasks, changing priorities as necessary
• Work under pressure and adapt to changing requirements with a positive attitude
• Oral and written communication skills as required for the position
• Self-motivated, proactive and an effective team player
• Interact effectively and professionally with all levels of employees, both management and staff alike, vendors, clients, and others

Qualifications

Bachelor's degree in Information Technology, Computer/Information Science, or related discipline. Minimum 2years’ management experience. Minimum 7+years ’IT experience. Can be a combination of education, training, and relevant experience. Travel Up to 20%. Working Conditions General work environment – sitting for long periods, standing, walking, typing, carrying, pushing, bending. Work is conducted primarily indoors with varying environmental conditions such as fluorescent lighting and air conditioning. Noise level is usually low to medium; it can be loud on the jobsite. We fully comply with the ADA and applicable state law, including considering reasonable accommodation measures that may enable qualified disabled applicants and employees