What is my role?As the IT Service Desk Manager, you will be responsible for managing the end-to-end delivery, performance, and quality of IT services. Assisting our employees with their day-to-day computer and technical problems, as well as working to improve and streamline support processes. The right candidate would be detail-oriented, incredibly curious, and technically capable with a deep desire to partner with stakeholders to meet end-user support expectations.
What You'll Do- Manage and development of IT Service Desk team and key vendor relationships
- Be the main point of contact for Service Desk support issues and escalations
- Prioritizationof Service Desk queue and day-to-day ticket assignment
- Management and procurement of IT assets and inventory
- Provide desktop support services for both local and remote employees
- Diagnose, troubleshoot, and resolve software and hardware problems on desktops, laptops, printers, and mobile devices.
- Install and configure desktops, laptops, IP deskphonesand mobile devices
- Track support and project progress inServiceDeskticketing system (ManageEngineServiceDesk Plus)
- Mentor,train,and delegate assignments to the IT Service Desk Team
- Set up user accounts in Active Directory and hosted service providers
- Document and develop IT processes, procedures, and practices
- Solicit feedback andevaluates and monitorscustomer satisfaction to improve the quality of services.
- Other duties as assigned
What You'll Need- 6+ Years of IT Service Desk Support in a multi-OS environment
- 4+ Years of Executive Support
- 2+ YearsofIT Service Desk Supervisor Role
- Active Directory user administration and Office 365 user administration
- Understanding of TCP/IP, DNS, DHCP, LAN, WAN, Wi-Fi, and other common networking concepts and practices
- Experience with VOIP PBX systems and teleconference equipment
- Experiencewith troubleshootingMicrosoft Windows and Mac OSX operating systemissues
- Experience with platforms, such as Google Apps,M365, andBarracuda Email Security
- Ability to set-up, configure and troubleshoot network printers
- Experience with PC and Mac imaging and deployment technologies
- Experience with Microsoft Office and Mac Office
- Strong interpersonal and communication skills; capable of explaining and documenting procedures in writing and verbally
- Strong analytical and problem-solving skills
- Ability to work independently with minimal supervision
- Windows Server & Networking, Windows File Shares, File Storage Appliances,
- RukusWireless, Office 365 & Exchange 2016, Active Directory & DNS, Active Directory Federated Services, Barracuda Archiver, Barracuda Email Filter, One Drive, Hightail,YouSendIt, FTP client software functions.
- Microsoft Office Suite, Adobe Suite, Other common office productivityappsand programs.
- Windows PCs & Laptops, Mac Desktops & Laptops, Mobile email access (smartphones, tablets,etc.).
