IT Helpdesk Manager

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.

• Supervisethe Helpdesk support staff by defining and establishing schedules, setting priorities, providing support/direction, and dealing with administrative issues as needed

• Managepolicies and procedures for helpdesk

• Managehelptickets, i.e., ticket assignment, prioritization, escalation, and resolution

• Gatherand 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 generalsupport issues. Enforce quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction

• Trainhelpdesk staff on operational procedures and troubleshooting techniques. Provide training on new hardware and or software applications as requested

• Establishand maintain an environment conducive to team building and cross-departmental communication

• ManageIT inventory

• Ensurethat staff provides timely and considerate customer service to end users by fielding helpdesk calls and resolving technical issues

• Analyzeand identify trends in issues reported and devise preventative solutions

• Doroot cause analysis on major issues

• Otherduties and defined by the manager

• Theduties 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

• 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

• 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

• Up to 20%

• 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.

• Occasional lifting of up to 30 lbs.

• ESOP – Employee Stock Ownership

• 401 K

• Annual bonus program based upon performance, profitability, and achievement

• 17 PTO days per year plus 10 paid holidays

• Medical, Dental, Vision Insurance

• Term Life, AD&D Insurance, and Voluntary Life Insurance

• Disability Income Protection Insurance

• Pre-tax Flexible Spending Plans (Health and Dependent Care)

• Charitable Giving Match with our Rosendin Foundation