Network Operations & Help Desk Manager

Overview

Priority Wire & Cable has an immediate need for a Network Operations & Help Desk Manager to work in Little Rock, AR. The position will oversee a team of Network System Admins that provide technical network and desktop support, as well as manage the daily operations of the organization's network infrastructure, including hardware, software, security, and services, to ensure it meets the organization's performance objectives.

This position will ensure the day-to-day operations of our computer networks, systems, and hardware are run efficiently, smoothly, and securely while managing a team of administrators, providing guidance and support to resolve issues quickly and efficiently.

Our ideal candidate has strong leadership and communication skills with a solid background in computer networking and information technology. The candidate should be able to manage and motivate a technical team, have a deep understanding of network security protocols and procedures, adapt quickly to new technologies and trends, and comfortable with a variety of networking hardware and software systems. In addition to leadership responsibilities, this is position requires strong hands-on technical experience to help with any kind of issue.

• Leads troubleshooting and resolution of routine network issues and conducts root cause analysis (RCA) to prevent recurrences and identify potential technological, training, or process improvements.
• Ensures logging and documentation of daily network operations incidents and changes.
• Responsible for network / system maintenance and upgrades.
• Implements policies and procedures that ensure compliance with industry standards and regulations, minimize downtime, and support efficient operations.
• Provides team training in the best practices and technologies to include help desk systems and tools to identify, document, track, and resolve reported problems.
• Automates routine tasks using scripting or basic programs.
• Advises on budget expenditures to ensure required tools and equipment are procured and maintained.
• Identifies, monitors, and measures key service metrics to analyze network and help desk performance to identify problem areas, develop standards, improvements, or changes to workflows and resource allocation.
• Acts as an escalation point and facilitator for severe, critical, or unique issues.

• Very strong skills in network administration, engineering, or IT support.
• Advanced experience with managing and organizing IT work in ticketing solutions (Connect Wise PSA).
• Leading teams and projects.
• Expert knowledge of network protocols, architectures, devices, and services (TCP/IP, Ethernet, routing, switching, firewalls, VPNs, DNS, DHCP).
• General knowledge of IT hardware and software.
• Proficiency in network management software (ping, trace route, snmp, nmap) and network monitoring tools (PRTG, Connect Wise, Nagios, Zabbix, Solar Winds).
• Familiarity with cloud computing platforms and cloud networking concepts.
• Providing a high level of support for end users.
• Overseeing implementation of new policies and procedures.
• Able to work independently with general supervision, manage effectively own daily schedule, and prioritize activities with stakeholders’ expectations in mind.
• Participate in an on-call schedule and be available 24/7, as needed.
• Excellent communication and customer service skills.
• Strong problem-solving skills.
• Highly motivated and efficient.
• Extremely well organized and detail-oriented.

• A Bachelor s degree in Computer Science, Information Systems, IT, Networking or equivalent experience
• 5+ years of experience in networking, and/or IT administration (Windows Server, Linux, VMware virtualization, Exchange, Office 365, backup, SAN storage, etc.).
• 3+ years of experience leading teams and projects OR supervisory experience over a team of IT professionals.
• Strong demonstrable fundamental technical knowledge of networks, systems, and general IT systems (email, phones, software, etc.)
• Experience with several of the following technical areas:
  Server hardware, enterprise storage hardware/software, Hyper-V/VMWare virtualization,…