IT Helpdesk Manager
POSITION TITLE: IT Helpdesk Manager
DEPARTMENT: Information Technology
REPORTS TO: VP of IT
LOCATION: Secaucus, NJ and New York, NY
JOB TYPE: This is a full-time hybrid role, requiring time both in the office in NYC and at our NJ distribution center/office.
POSITION SUMMARY: We are seeking a highly skilled and experienced End-User Services Manager to oversee our IT Helpdesk team. The ideal candidate will have a strong background in IT service management, excellent leadership abilities, and a customer-centric approach to problem solving. This role is crucial in ensuring our end-users receive the highest level of support and service for their IT needs.
KEY RESPONSIBILITIES:
Leadership and Management
DEPARTMENT: Information Technology
REPORTS TO: VP of IT
LOCATION: Secaucus, NJ and New York, NY
JOB TYPE: This is a full-time hybrid role, requiring time both in the office in NYC and at our NJ distribution center/office.
POSITION SUMMARY: We are seeking a highly skilled and experienced End-User Services Manager to oversee our IT Helpdesk team. The ideal candidate will have a strong background in IT service management, excellent leadership abilities, and a customer-centric approach to problem solving. This role is crucial in ensuring our end-users receive the highest level of support and service for their IT needs.
KEY RESPONSIBILITIES:
Leadership and Management
- Lead and manage the IT Helpdesk team, providing direction, support, and mentoring.
- Set performance goals and conduct regular performance reviews.
- Foster a positive and collaborative team environment.
- Ensure the efficient and effective delivery of IT support services to all end-users.
- Develop, implement, and maintain IT service management processes and procedures.
- Monitor and analyze service delivery performance metrics to ensure service level agreements (SLAs) are met.
- Act as the primary point of contact for escalated IT support issues.
- Ensure timely and effective resolution of all end-user incidents and requests.
- Maintain a high level of customer satisfaction through continuous improvement of service delivery.
- Oversee the provision of IT support to executive leadership, ensuring high priority issues are resolved promptly.
- Develop and maintain tailored IT solutions to meet the specific needs of executive users.
- Ensure confidentiality and security protocols are rigorously followed when handling executive support requests.
- Identify opportunities for process improvements and implement best practices.
- Stay updated with the latest industry trends and technologies to enhance service delivery.
- Conduct regular audits and assessments of IT support processes and procedures.
- Manage the Helpdesk team's workload and prioritize tasks effectively.
- Ensure the Helpdesk is adequately staffed and trained to handle the volume and complexity of support requests.
- Develop and manage the Helpdesk budget.
- Oversee the procurement of IT equipment, software, and services.
- Manage relationships with IT vendors and service providers to ensure quality and cost-effectiveness.
- Negotiate contracts and service agreements with vendors.
- Monitor vendor performance and address any issues or concerns promptly.
- Maintain an accurate inventory of all IT equipment, software, and assets.
- Implement and manage asset tracking systems to ensure accountability and efficient use of resources.
- Provide in-person support for the NYC and NJ offices, as well as remote support for worldwide retail locations and satellite offices (Europe/Asia).
- Oversee management macOS and iOS environments using JAMF MDM for OS upgrades, patches, software packaging, deployment, and reporting.
- Oversee management of Windows end-user device environment using Endpoint Manager for policy management, software deployment and reporting.
- Perform basic Windows 10 troubleshooting and Active Directory management.
- Administer Microsoft 365 and manage Active Directory group policies to ensure secure and efficient user and computer management.
- Utilize Microsoft Azure and Endpoint Manager skills for cloud-based solutions and centralized endpoint management.
- Coordinate and support off-site and after-hours network and AV setups for meetings and events.
- Maintain comprehensive documentation of all IT support processes and procedures.
- Generate regular reports on Helpdesk performance, including ticket resolution times, customer satisfaction, and other key metrics.
- Provide regular updates to senior management on Helpdesk operations and performance.
- Work closely with other IT teams to ensure seamless integration and support of IT services (DevOps, InfraSec, Enterprise Apps, etc).
- Collaborate with business units to understand their IT needs and provide appropriate support.
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- 5+ years of experience in IT support, with at least 2 years in a leadership role.
- Proven work experience as a Help Desk Manager.
- Hands-on experience with helpdesk/ITSM and remote-control software.
- Strong knowledge of IT service management frameworks (e.g., ITIL).
- Excellent problem-solving and analytical skills.
- Solid technical background with an ability to give instructions to a nontechnical audience.
- Exceptional customer service and communication skills.
- Team management skills.
- Ability to manage and prioritize multiple tasks in a fast-paced environment.
- Experience with Helpdesk ticketing systems and remote support tools.
- $110,000 - $130,000 base salary (This range represents the low and high end of the anticipated base salary range for this NJ/NY - based position. The base salary will depend on numerous factors such as: experience and qualifications for the role, experience level, skillset, and balancing internal equity relative to other A+O employees.)
- 401(k) with an employer match
- Medical, dental, and vision
- Generous employee discount
-
Seniority level
Mid-Senior level -
Employment type
Full-time -
Job function
Information Technology -
Industries
Retail Apparel and Fashion
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