Help Desk Manager

Reports to:

Director of Information Technology

Location:

Woodridge, IL

AMS Industries, Inc. is a leading mechanical contracting firm serving the commercial, industrial, refrigeration, and nuclear industries (PMT). With over 60 years of experience, AMS has grown from a small refrigeration contractor into a multi-discipline, multi-market MEP contractor with more than 1,000 employees. We are committed to delivering exceptional service to our clients, investing in the development of our people, and strengthening the communities we serve.

Located in our beautiful Woodridge, IL facility and reporting to the Director of Information Technology, the Help Desk Manager will lead the team of help desk technicians, handle escalations, plus support and interact both in-person and via the phone with our customers and employees as needed.

• Managing staff to support business operations, to include scheduling of help desk coverage for operating hours as defined by Director of IT.
• Supervise, train, and mentor IT support staff that is responsible for 5 offices across 4 states
• Manage the prioritization of incoming help desk tickets.
• Act as primary escalation point for high priority help desk issues
• Develop and document Standard Operating Procedures and Key Performance Indicators by which to evaluate team performance.
• Perform help desk support tasks as demand requires.

• Bachelor’s Degree in related field or equivalent work experience
• 3 to 5 years managing a help desk support team
• 5 to 10 years of experience in helpdesk and desktop support
• Working experience with Windows, MacOS, and iOS
• Strong working knowledge of networking and server environments
• Experience supporting users remotely
• Word Press experience preferred.
• Excellent written and verbal communication skills.
• Proficiency with Windows and Microsoft Office Suite (Excel, Word).
• Exceptional people and diplomacy skills necessary to successfully resolve all customer concerns.
• Experience with helpdesk ticketing systems.
• Ability to work under pressure and in a high paced work environment.

• Health Insurance and ESOP (Employee owned) package.
• Health Reimbursement Arrangement (HRA) with Medical PPO
• FSA and Dependent Care
• 401K Matching
• Paid Maternity & Paternity Leave
• Generous PTO roll-over policy
• Social events and outings throughout the year