Description and Responsibilities

Position Summary:

The Help Desk Manager provides leadership, direction, and operational oversight for the Tier I, II, and III IT Support Specialists. This role ensures high-quality support services, manages escalations, and oversees processes, SLAs, and customer experience. The Manager focuses on service delivery excellence, team development, and strategic process improvement while remaining hands-on when necessary to maintain support standards.

Principal Job Duties and Responsibilities:

• Perform all work in compliance with company policy and within the guidelines of BioFire Defense's Quality System.
• Maintain all responsibilities and performance standards of the IT Support Specialist I, II, and III while serving as a leader and mentor to these roles.
• Oversee the entire IT Support staff, ensuring end users receive appropriate and timely assistance.
• Lead, coach, and mentor staff to ensure professional growth and technical competency.
• Define, enforce, and continuously improve Service Level Agreements (SLAs) and ticketing workflows.
• Manage all procedures related to identification, prioritization, and resolution of help requests.
• Monitor, track, and coordinate team functions to ensure optimal workstation performance organization wide.
• Collaborate with Systems Engineering, Networking, and Security teams on organizational infrastructure changes.
• Manage vendor relations and agreements for IT Support systems, hardware, and service deliverables.
• Create, manage, and close projects from start to finish, effectively utilizing team resources.
• Analyze performance trends and report metrics to senior leadership to drive strategic IS decisions.

Qualifications

Training and Education: (Minimum education and/or training requirements for this position, i.e., high school diploma, college degree, certification.)

• High school diploma (or equivalent) required.
• Leadership and Advanced Technical certifications (Network+, Security+, or Microsoft Associate, etc.) preferred.
• Business and Leadership certifications (ITIL, PMP, or CSM, etc.) preferred.

Experience: (Minimum time and type experience required for this position.)

• 5+ years in IT support with a proven track record of leadership or project management.

Skills: (Special skills required, e.g., negotiation, technical writing; statistical evaluation.)

• Strong understanding of Active Directory, Exchange, and M365 ecosystems.
• Experience managing SLAs and help desk deliverables.
• Strong background in project management and resource allocation.
• Excellent written and oral communication skills; ability to adhere to written and verbal instructions.
• Expert communication and stakeholder management skills.

Physical Requirements: (List any special physical requirements needed to perform the job, such as ability to lift specific weight. List "None" if there are no special requirements.)

• Lifting and transporting moderately heavy objects (computers, servers).
• Dexterity of hands and fingers to operate power tools and handle delicate computer components.
• Professional appearance and behavior, including strict punctuality.
• Travel as required.

Benefits:

Medical

Dental

Vision

Bonus eligible

9/8/80 work schedule (every other Friday off)

401k - company match of 5% regardless of participation and up to a total of 9.5% company match if contributing

160 Hours of PTO (prorated from date of hire)

9 Paid Holidays

Paid Winter Break from the work week between December 24 thru December 31

Participation in Company's Wellness Program (discounted medical premiums)

Multiple Company Sponsored Events Each Year (catered breakfast/lunch, holiday parties, snacks)

Convenient location near I-15 and Trax Station

Free Parking