IT Support Manager

Position Description Position Summary

Working in a team environment, the Helpdesk Manager is responsible for being the primary point of contact for customers entering incidents into the IT Helpdesk Portal. The Helpdesk Manager supervises a team that provides prompt, professional and courteous interaction with all team members. This position will report directly to the CIO.

• Comply with (and actively promote) all Safety policies and procedures including reporting all accidents, incidents and near-misses to ensure adherence to our Number One Core Value – Safety first, in everything we do.
• Manage all aspects of computer set-up, installation, troubleshooting, service, upgrades, and maintenance.
• Documents proper troubleshooting for ticket escalation (, creating accurate and complete description of the client's problem).
• Analyze the client problems with Windows Client & Server OS’s and wireless devices and networking using own skills, the solutions knowledge base, and other resources available to PC Support.
• Works with staff to fix client problems testing the solution and obtaining client confirmation of the fix.
• Manages the staff to perform ITIL process-oriented tasks like solving incidents, requests, changes or problems in compliance with company wide SLAs.
• Contribute to smaller projects like setting up new offices, migration projects, etc.
• Be knowledgeable in all aspects of computer support, diligent, and analytical while possessing outstanding communication skills.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
• Assist in creating & maintaining user-facing documentation, department policies & SOPs, and IT procedures.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Follow maintenance protocols to ensure systems are secure and ready for users.
• Up to 25% domestic travel and occasional late or overnight shifts when necessary.
• Perform other duties and responsibilities as assigned.

• Windows 7, 8, 10 and Microsoft Office Suite and Office 365 experience required.
• Bachelor’s degree in computer science, business computing, or a related field preferred; or equivalent combination of education, certification, and experience.
• Minimum of 6 years’ experience in Information Technology Support, preferably supporting a geographically diverse user base.
• Demonstrate experience isolating and resolving problems related to Windows 7, TCP/IP, Internet Explorer, wireless devices and wireless network connectivity.
• Demonstrate experience isolating and resolving networking, printing, and password issues.
• Demonstrate experience with Ethernet, host applications, and remote support tools.
• Demonstrate ability to integrate work across relevant areas, manage risks & safety appropriately, and provide exceptional service & support to all customers.
• Demonstrate strong ethics, interpersonal skills, communication, and the ability to effectively manage stress and engage in continuous learning.
• Highly motivated self-starter.
• Excellent written and verbal communication skills.
• Expert problem-solver with the ability to sort through complex issues and conduct a comparative analysis of multiple solutions.
• Excellent time management skills and ability to work independently.
• Flexible to work different shifts if needed.
• Able to work on active construction project sites.
• Ability to lift 50lbs.

• Must possess the ability to adapt to different personalities and management styles.
• Team player and with excellent interpersonal skills.
• Self-starter with excellent verbal and written communication skills.
• Reliance on experience and judgment to plan and accomplish goals.
• Dedicated, organized and hard working.
• Strong commitment to success of all.
• Possess a strong work ethic.
• Demonstrate the upmost professionalism in how you represent yourself.
• Show quality in everything you do.
• Lead with integrity while producing high quality work.