IT Support / Help Desk Manager

Job Description

Position Summary 

Manage Help Desk personnel, metrics and objectives to successful outcomes across a diverse client base.  Support Manager also serves in the Help Desk providing both technical guidance and resolution of ticketsmanagement of high-level incidents/outliers and overflow when needed. 

Employee Type: Salary, Full Time 

Pay: $50k to $70k annually 

Benefits: 

  • Rich and flexible medical/dental with a Health Savings Account option. 

  • Paid Vacation, Sick and Holiday time 

  • Retirement: 401k with 4% match and discretionary profit sharing. 

  • Certification assistance & continuing education benefits 

  • Cell phone reimbursement 

  • Paid parking 

  • Kitchen, pool table, snacks and bean juice/wakey wakey/cupped lightning (coffee) 

  • Personal IT purchasing employee discount 

  • Team bonding events 

  • Work-life balance\flexibility 

  • General Work Schedule: 8am-5pm M-F 

Position Roles & Responsibilities 

  • Day-to-day Service Desk and Field Support management and leadership.  

  • Hire/fire/promote/train and evaluate assigned personnel; work with employees to correct deficiencies. 

  • Identify opportunities for improving service delivery methods and procedures; review with Services Director; implement improvements. 

  • Manage key Support Services functions and personnel 

    • Triage and Dispatch 
    • Escalation  
    • Tier 1, 2, 3 and 4 Technicians  
    • Measure and Manage Key Metrics 
  • Develop and maintain technical relationship with customer points of contact(s). 

  • Incident management.  

  • Technical guidance of outliers.  

  • Work tickets in times of overflow  

  • Technical leadership and experience supporting a wide variety of on premise and cloud based technologies. 

Resource Profile 

  • Customer service 

  • Experienced coach/helping others play to their strength. 

  • Good motivator/dehassler. 

  • Sets clear expectations/give employees clear line of sight 

  • Provides praise and appreciation 

  • Delegates, trusts others, holds others accountable. 

  • Sets the example: work, culture, pace, execution, follow up etc. 

  • Willingness and comfort in navigating and managing outliers: technical, operational, relationships 

  • IT acumen with attention to detail 

  • Steadfast unflustered demeanor 

  • Professional Appearance