IT Helpdesk Manager

Job Description
IT Helpdesk Manager (Full Time)
Department: All Openings, Information Technology

Position Summary: The Help Desk manager oversees daily operations of the IT support team, ensuring timely resolution of hardware, software, and network issues. This role balances technical hands-on support with strategic leadership to improve system reliability and user satisfaction. The Help Desk manager will lead, develop, and motivate a team of IT professionals to deliver excellent technical/non-technical desktop computing support with outstanding customer service, satisfaction, and timeliness within the organization's budget.

This position has frequent contact with customers, direct reports, peers, and independent vendors. This position will also require working closely with the Information Security team and the Server Support team to ensure CMMC compliance.

Essential Job Functions
• Team Leadership :
Recruit, train, and mentor helpdesk staff, providing clear direction and conducting performance evaluations.
• Operational Oversight :
Manage ticket queues to ensure compliance with Service Level Agreements (SLAs) and monitor key performance indicators (KPIs) like resolution time.
• Escalation Management :
Serve as the primary point of contact for complex technical issues and high-priority incidents.
• Process Improvement :
Develop and implement helpdesk policies, procedures, and best practices to enhance operational efficiency.
• Documentation: Maintain updated knowledge bases, troubleshooting guides, and standard operating procedures (SOPs).
• Vendor Management :
Coordinate with external software and hardware vendors for specialized support and procurement. Maintain, optimize, install and operate desktop computing system platforms.

Technical Skills

• Proficiency in operating systems and common software applications

• Basic understanding of network protocols and troubleshooting connectivity issues

• Familiarity with computer hardware and peripherals for diagnostics and repair

• Knowledge of security best practices to ensure user systems are protected

• Ability to identify and resolve technical issues across various systems

• Develop and administer maintenance procedures necessary for end-user systems.

• Research and conduct performance management and system upgrade planning/analysis and testing.

• Troubleshoot issues/problems regarding personal computer/workstations, and networking.

Education and Experience

• Candidate requires a Bachelor's degree in Computer Science, Information Technology, or a related field. Minimum of 5 to 7 years computer hardware and software technical experience, two years Windows Active Directory experience, and at least two years supervisory experience, or equivalent combination of education and experience. Candidates with A+, Network+ and Security+ certifications preferred.

• Comprehensive knowledge of Hardware Operating Systems, UNIX, and standard office applications such as MS Office, MS Project, AutoCAD, Siemens NX, Siemens Teamcenter

Working knowledge of PC's, servers, and networking equipment is required to perform the duties of this position.

• Manage the distribution and procurement of company software licenses.

• Coordinate desktop computer system hardware and software upgrades.

• Develop hardware and software life cycle management process and budget annually.

• Research and execute special projects as assigned.

• Develop and maintain personal desktop and laptop computing standards and documentation.

• Interface with external vendors to ensure that performance levels and cost commitments are met.

• Ensure that projects stay on budget and on schedule, reviewing project status with management as required.

• Coordinate move of computers/workstations with customer and Facilities.

• Research technical innovations and assist in planning for the future direction of the Company and department.

• Ability to manage and mentor the helpdesk team, fostering collaboration and productivity

• Managing helpdesk projects like software rollouts or system upgrades

• Ensure proper staffing and workload distribution for optimal operations

• Identify opportunities to enhance helpdesk workflows and operations.

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