Manager, Help Desk

The Help Desk Manager will supervise a staff responsible for supporting the corporate end user environment. This role reports to the Director of Corporate Technology. The Help Desk Manager will ensure the team produces a high-quality level of support in a fast paced environment. The Manager will improve customer engagement, processes, procedures, and communications.

Key Responsibilities:

  • Mentor and develop team members
  • Respond to issues in a timely manner with high quality service and escalate appropriately
  • Provide management with statistics on issue and problem resolution
  • Prioritization of tasks and projects
  • Provide white glove support to executive team 
  • Develop documentation that guides end user to find answers to common problems
  • Support enterprise software solutions
  • Maintain and develop vendor relationships
  • Work closely with Corporate Technology Engineers to provide the tools necessary for the company users to successfully perform their jobs

Key Requirements:

  • 3-5 years management experience for a help desk or operations team
  • Working knowledge of software applications including Microsoft Windows 10, Apple Mac OS X, Office 2010-2016, Office 365, Skype for Business, Adobe Creative Cloud, Citrix, VMWare, and others
  • Excellent Customer Services skills and attention to detail
  • Strong communication skills, verbal and written
  • Experience with incident management systems. JIRA experience a plus

Technology Experience:

  • Microsoft Windows 10 and Office Suite
  • Apple OS X (Yosemite and Sierra Preferred)
  • Citrix
  • Networking
  • VPN
  • VMWare
  • Cloud services like Google G Suite, Dropbox, OneDrive

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