Helpdesk Support Manager

AVI Foodsystems is looking for an energetic and optimistic leader to fill the role of Helpdesk Support Manager on-site at our Headquarters Office in Warren, OH.

Purpose:

The role of the IT Support Manager is to supervise the Helpdesk Team, track performance, and ensure customer service standards are maintained. The role serves as an escalation point for the Team to ensure all support efforts have been met before escalating to another IT group. The IT Support Manager must possess excellent interpersonal and conflict management skills. Ensure that Team Members receive professional and efficient support. The Help Desk Support Manager will mentor other Helpdesk team members and maintain a diligent focus on proactively identifying and resolving issue trends. This role will work closely with Systems Administrators, Developers, and other senior IT team members to collaborate on long-term solutions that mitigate the volume and severity of IT issues.

Duties and Responsibilities:

Responsibilities include (but are not limited to):

• Managing and support a team of IT Support Analysts.
• Serve as an escalation point for Help Desk support issues to ensure all troubleshooting has been completed before escalating to another IT group.
• Able to jump in and take calls during periods of high call volume.
• Working knowledge of Active Directory and permissions.
• Mentors and manages the team, providing training, and conducting performance evaluations.
• If required, communicate with AVI Team Members and provide in-person and phone support.
• Next-tier troubleshooting and resolving technical issues.
• Make recommendations to improve operational efficiency. This includes evaluating and providing recommendations for tools to improve efficiency.
• Play a pivotal role in IT purchasing and inventory levels.
• Perform procurement duties for the IT Department, including purchase order creation.
• Manage IT assets and Software Licensing.
• Manage company wireless (cellular) account.
• Understand and adhere to AVI processes and procedures relating to the request of IT equipment.
• Provide recommendations for IT needs outside of the standard, such as printers, tablets, etc.
• Manage phone system and phones for AVI HQ and Branch locations, a combination of VOIP and POTS.

• The position requires experience in Help Desk processes and procedures.
• Interactions must be handled with diplomacy and tact. This manager must be able to gauge the user's technical ability and communicate with them in appropriate technical or non-technical language.
• Minimum of 2 years in similar role for a corporate organization with experience resolving root cause issues.
• Must be self-motivated to learn and support new and fast-changing technologies on multiple platforms
• Experience with NinjaOne or other ticketing/endpoint management systems
• Working knowledge of Microsoft/Office 365 environment including Exchange Online, Entra ID, Intune, Sharepoint, OneDrive and Teams
• Must demonstrate strong verbal and written skills to provide effective phone, desk-side, and email support
• Excellent interpersonal skills
• Good work habits under pressure
• Detail oriented
• Strong Team Management and mentoring skills.
• Excellent Hardware/Software Troubleshooting skills to serve as an escalation point and to assist Help Desk Team Members.
• Working knowledge of Active Directory User Account Permissions.
• IT Vendor Management

Benefits:

AVI offers:

• A family culture and atmosphere
• Competitive compensation
• Health, dental, vision, and life insurance for full-time team members
• 401(k) with generous company match
• Paid vacations and holidays
• Immense training and growth opportunities

We conduct pre-employment drug testing. EOE