What are the responsibilities and job description for the Help Desk Manager position at Berkowitz Pollack Brant Advisors + CPAs?
Established in 1980, Berkowitz Pollack Brant (BPB) is a certified public accounting firm with offices in Miami, Ft. Lauderdale, Boca Raton, West Palm Beach and New York City.
With nearly 500 accountants, tax specialists and consultants, we are one of the largest accounting firms in South Florida and one of the top 100 firms in the United States.
We are an Equal Opportunity Employer, committed to providing career opportunities to firm members of all races, genders, sexual orientations and beliefs.
Job Summary:
The Help Desk Manager is responsible for leading the daily operations of the IT help desk, ensuring timely, efficient, and effective support to all end-users across the organization. This role involves supervising help desk staff, managing workflows, optimizing technical support processes, and fostering a culture of continuous improvement and customer service excellence.
Essential Functions:
- Supervise and mentor help desk technicians, including managing schedules, workloads, and performance evaluations
- Oversee the ticketing system to ensure efficient ticket tracking, prioritization, and resolution
- Develop and enforce help desk procedures and standards, aligned with SLAs and company goals
- Track key performance indicators (KPIs) to measure help desk effectiveness and identify areas for improvement
- Serve as an escalation point for complex technical issues, ensuring timely resolution and minimal disruption
- Support IT asset tracking, including hardware inventory and software licensing compliance
- Collaborate with other IT teams to ensure cohesive support and system uptime
- Assist in the development of user training materials and conduct workshops or sessions as needed
- Ensure help desk operations adhere to cybersecurity standards and internal data policies
- Work with vendors for procurement and support of IT tools and system
Required Skills:
- Strong leadership and team management capabilities.
- Excellent problem-solving and analytical skills.
- Advanced knowledge of IT infrastructure, networking, and enterprise software applications.
- Strong understanding of IT security principles, compliance, and risk management.
- Experience with IT service management (ITSM) frameworks such as ITIL.
- Proficiency in help desk ticketing systems and reporting tools.
- Ability to communicate effectively with both technical and non-technical stakeholders.
- Strong organizational skills with the ability to manage multiple priorities.
- Experience managing vendor relationships and IT procurement.
- High level of attention to detail and ability to work in a fast-paced environment.
Required Experience:
- 5 years of experience in IT support, with at least 2 years in a supervisory or lead role
- Experience managing a help desk or IT support team in a corporate environment.
- Proven track record of improving IT service delivery and user satisfaction.
- Hands-on experience with enterprise IT systems, cloud platforms, and cybersecurity best practices.
Educational Requirements:
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- ITIL certification or other relevant IT service management certifications preferred.
- Additional technical certifications (e.g., Microsoft, Cisco, CompTIA) are a plus.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
