3 Onsite Work - Need IT Helpdesk Manager in Kalamazoo MI Jobs in Kalamazoo, MI
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Onsite Work - Need IT Helpdesk Manager in Kalamazoo MI
$102k-130k (estimate)
Full Time
1 Month Ago
Steneral Consulting is Hiring an Onsite Work - Need IT Helpdesk Manager in Kalamazoo MI Near Kalamazoo, MI
100% onsite in Kalamazoo, MI.
Must be local or relocate prior to start. There is some travel so they must have a valid Driver’s License. Job SummaryThe 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
Must be local or relocate prior to start. There is some travel so they must have a valid Driver’s License. Job SummaryThe 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.
- 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.
- 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.
- 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.
- Valid Driver’s License
- Background Check
- Physical that will include a drug screen and TB test
Job Summary
JOB TYPE
Full Time
SALARY
$102k-130k (estimate)
POST DATE
07/14/2024
EXPIRATION DATE
01/08/2025
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