What are the responsibilities and job description for the Help Desk Manager position at Chrysalis?
Company Overview: Chrysalis is dedicated to providing a variety of support services for individuals with intellectual disabilities, acquired brain injuries, and autism spectrum disorder. We are committed to enhancing the quality of life for our clients through comprehensive and compassionate care.
Position Summary: The Helpdesk Manager will oversee the IT helpdesk operations, ensuring efficient and effective support for all users across multiple offices. This role involves managing a team of IT support technicians, addressing complex IT issues, and maintaining a high standard of user satisfaction.
Application Process: Interested candidates should submit their resume and cover letter detailing their qualifications and experience.
Key Responsibilities:
Lead and manage the helpdesk team, providing guidance and support to IT support technicians.
Oversee the receipt and resolution of user requests/tickets via instant message, email, phone, or online helpdesk.
Ensure excellent customer service and a positive experience for all end users.
Perform advanced troubleshooting and ensure timely resolution of IT issues.
Provide remote-access support and manage escalations as needed.
Maintain and manage the company’s IT inventory.
Oversee the creation and management of user accounts and permissions in various systems, including Active Directory, Microsoft 365, Salesforce, and others.
Ensure new IT equipment is set up according to company protocols and standards.
Support initial troubleshooting of company printers and perform minor hardware maintenance.
Develop and deliver training tutorials for end users on company equipment and systems.
Foster a culture of continuous learning and skill development within the IT team.
Be available on-call according to the IT on-call schedule.
Ensure punctuality and consistency in attendance, adhering to the workplace schedule to provide proper support for company users.
Perform other duties as assigned by the IT Director.
Qualifications:
Minimum of 3 years of IT support experience, with at least 1 year in a supervisory role.
Strong familiarity with Microsoft 365 Administration.
Excellent communication skills, both written and verbal.
Ability to pass a criminal background check and drug test.
Proficiency in English.
Physical Demands and Work Environment:
Ability to sit, type, talk, and hear; use hands and fingers to handle objects; reach with arms, bend, stoop, and crouch.
Occasionally required to walk or stand and lift/move up to 30 pounds.
Work primarily in an office environment, with occasional exposure to other settings such as data centers and day programs.
#IND789
Salary : $24 - $27
