The IT Helpdesk Manager will oversee and manage a team of 4 IT Helpdesk Technicians and eleven other technical resources across multiple US offices. The role involves ensuring efficient IT support, implementing best practices, managing projects, and maintaining a high level of performance within the team. This position requires strong leadership, technical expertise, and excellent communication skills.
Supervisory Responsibilities
Hires and trains IT employees.
Schedules, organizes, and assigns projects to and on-call rotations.
Conducts timely and constructive performance evaluations.
Handles employee discipline and terminations in accordance with company policy.
Travel to locations with other direct reports as needed; 2-3 days a month max.
Key Responsibilities
Manage and lead a team of IT helpdesk technicians, providing guidance, coaching, and support to ensure high performance and productivity.
Develop and implement onboarding and offboarding processes, ensuring smooth transitions for new hires and departures, including provisioning and deprovisioning of accounts, hardware, and software.
Oversee access management processes, including user account creation, permissions management, and access reviews, to ensure compliance with security policies and regulatory requirements.
Monitor network services and infrastructure, proactively identifying and resolving issues to minimize downtime and optimize performance.
Implement and maintain an asset management system, ensuring accurate tracking and inventory of IT assets, including hardware, software licenses, and peripherals.
Prioritize and assign helpdesk tickets, ensuring timely resolution of technical issues and adherence to service level agreements (SLAs).
Monitor helpdesk performance metrics, analyze trends, and implement strategies for continuous improvement.
Act as a point of escalation for complex technical issues, providing hands-on support and guidance to resolve critical incidents.
Collaborate with other IT teams and departments to facilitate cross-functional projects and initiatives.
Identify training needs and opportunities for skill development within the helpdesk team, organizing training sessions and workshops as needed.
Stay informed about industry best practices, emerging technologies, and trends in IT support to ensure the helpdesk remains up-to-date and efficient.
Required Qualifications
Proven experience (3 years) in a helpdesk management role, preferably in a fast-paced healthcare environment.
Strong technical background with expertise in troubleshooting hardware, software, and network issues, including Microsoft 365 and Microsoft InTune.
Excellent leadership and communication skills, with the ability to motivate and inspire team members.
Solid understanding of ITIL framework and helpdesk best practices.
Experience with helpdesk ticketing systems (e.g., ServiceNow, Freshservice) and remote support tools.
Ability to work under pressure and handle multiple priorities effectively.
Education & Certifications
IT certifications (e.g., ITIL, CompTIA A+, Microsoft Certified Professional) are a plus.
Preferred Bachelor's degree in Information Technology, Computer Science, or a related field.
Other Requirements
Valid Driver’s License
Background Check
Physical that will include a drug screen and TB test
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
Referrals increase your chances of interviewing at Steneral Consulting by 2x