IT/S Help Desk Manager

Job Summary

About the role

The IT/SHelp Desk Manager oversees and manages the support for software systems and staff at the ITS/S Help Desk. They work closely with department heads to ensure efficient and accurate support, and oversee the implementation and tracking of Service Level Agreements (SLAs).

Responsibilities

• Work with different department heads to ensure the Help Desk team provides speedy and accurate support.
• Get feedback from department heads and expedite the resolution of outstanding issues.
• Oversee the implementation of SLAs in helpdesk software and track SLAs on a monthly basis.
• Review SLAs with IT leadership and provide monthly reports.
• Conduct SLA changes as needed to improve helpdesk performance.
• Conduct helpdesk support surveys from internal customers and report findings.
• Ensure hardware like laptops, tablets, and printers are tagged with PAI serial numbers for asset tracking and management.
• Manage the procurement of hardware and software, and maintain vendor relationships.
• Track hardware support and software license expiry and assets.
• Cookordination with infrastructure and security support team (internal or external) to ensure appropriate tickets are assigned to their team.
• Oversee helpdesk tickets on a daily basis to ensure they are triaged and provided the correct priority level. Escalate tickets that need attention.
• Maintain all data backups and archives.
• Provide technical support to and assist in determining the technical capability of software vendors.
• Acts as the primary escalation point for complex or high-priority technical incidents.
• May work on projects that are highly complex and varied in nature within one or more development environments.
• Develop and revise standard operating procedures as needed.
• Ensure personnel training is up to date and current.
• Lead or assist on assigned project teams as technical lead or team member and liaison between project team and third party Infrastructure Support.
• Accountable for the compliance, accuracy, and timeliness of responsibilities and work assigned.
• Perform other duties as assigned.

Requirements

A bachelor’s degree in Information Systems or Computer Science field(s) and 5 years of work experience. Or an equivalent combination of education and experience. Microsoft Software Package experience (5+ years), handling servers and network (a plus), handling teams of 2-5 (3+ years), handling user base of 50 or more users (2+ years), using software for helpdesk management.

Qualifications

Standard office equipment is used. Detailed, critical thinking skills. Physical requirements and working conditions include computer keyboarding, computer monitor and mouse use including reaching forward, grasping, finger and wrist manipulations, and neck bending and turning: near vision is necessary for computer monitor use. Frequently required to stand, sit, walk, talk and hear, occasionally required to reach with hands and arms, climb or balance, stoop, kneel, crouch or crawl. Lifting and/to move up to 50lbs.

Skills & Abilities

This position requires the individual to be organized, detail-oriented, and self-motivated. Specific vision abilities required of this job include close vision, and color vision. To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily.

Benefits

PAI is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, PAI will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer. PAI uses E-Verify. PAI Pharma is a nicotine-free campus, meaning the use of nicotine products—including cigarettes, vaping, chewing tobacco, and any other nicotine-containing substances—is strictly prohibited on company property. All employees should be able to complete their full shift without the need to use nicotine. By joining PAI Pharma, you agree to adhere to our nicotine-free workplace policy, which supports a healthier environment for all employees.