Information Technology Help Desk Manager

UFP Technologies is a designer and custom manufacturer of comprehensive solutions for medical devices, sterile packaging, and other highly engineered custom products. UFP is an important link in the medical device supply chain and a valued outsource partner to most of the top medical device manufacturers in the world. The Company’s single-use and single-patient devices and components are used in a wide range of medical devices and packaging for minimally invasive surgery, infection prevention, wound care, wearables, orthopedic soft goods, and orthopedic implants.

• Medical, Dental, Vision, Life, Disability Insuranc
• e401K with a matching contributio
• nPaid time off, Paid holidays, Employee discounts and much more

Applicants must be authorized to work for any employer in the U.S. At this time, we are unable to sponsor or assume sponsorship of an employment vis

y:
The IT Helpdesk Manager leads the IT helpdesk team, ensuring efficient resolution of technical issues and providing a seamless IT experience for associates. This role involves managing the helpdesk team, optimizing processes, maintaining the helpdesk platform and maintaining high service levels while ensuring alignment with organizational goa

• ies:
  
  Leads and mentors the IT helpdesk team, including scheduling, performance evaluations, and professional developm
• ent.
  
  Oversees operations of the IT helpdesk, ensuring timely and effective issue resolut
• ion.
  
  Implements and maintains IT support tools and technologies, such as ticketing systems and knowledge ba
• ses.
  
  Manages all helpdesk service responsibilities associated with computer services, phones, printers, mobile devices, software troubleshooting, and software installat
• ion.
  
  Supports routine administration of operating systems including user account creation, monitoring, security and maintena
• nce.
  
  Recruits, onboards, and trains helpdesk staff to establish and maintain a high-performing t
• eam.
  
  Promotes a culture of customer service excellence and collaborat
• ion.
  
  Leads process improvement to improve the user experie
• nce.
  
  Assists other IT staff with administration of e-mail, anti-virus, helpdesk and other applicati
• ons.
  
  Provides functional guidance, training and confers with system users regarding problem resolut
• ion.
  
  Coordinates with IT service providers and suppliers for related purcha
• ses.
  
  Resources a process to monitor the helpdesk after hours. Depending on the severity of the issue, enable resolving the issue after hours including being on call typically one week per month in the off ho
• urs.
  
  Acts as an escalation point of complex or unresolved iss
• ues.
  
  Develops and enforces standard operating procedures (SOPs) and ensures adherence to service-level agreements (SL
• As).Monitors and analyzes helpdesk metrics and KPIs to identify trends, improve performance, and report outco
• mes.
  
  Continuously assesses and improves helpdesk processes to enhance efficiency and service qual
• ity.
  
  Serves as the primary liaison between the helpdesk team and other departme
• nts.
  
  Ensures compliance with company policies, standards, and security protoc
• ols.
  
  Performs all other duties as assigned or nee
• ded.

• ents:
  
  Bachelor’s degree in information technology or related discipline, and 5 years combined experience with Microsoft desktop and network technologies, or equivalent combination of education and experi
• ence.
  
  Microsoft technical certifications or equivalent experi
• ence.
  
  Proven customer service ability and orienta
• tion.
  
  Occasional travel to meet with helpdesk team members is requ

ired.
UFP Technologies, Inc. is an Equal Opportunity/Affirmative Action employer Minorities/Women/Veterans/Disabled.