IT Service Desk Manager

**Please read the full job posting, failure to complete the requested steps will result in your application being denied from consideration**

Exciting IT Firm seeking a IT Service Desk Manager!

We are a local IT firm located in the Kirkland area and have been in business for over 20yrs. We are rapidly growing and as such we have a need for numerous IT positions, if you have an IT background we are interested in hearing from you!

Our team of professionals is young, energetic, fun, and loves the IT industry. The most important quality we are looking for is a positive attitude along with a fun attitude towards IT. Our business operates as an MSP (Managed Service Provider), which means that we provide and manage IT services for our clients. These services include areas such as monitoring, reporting, maintenance, remote support, hardware upgrades, networking, and more. Because of the unique nature of our clients we are looking for a variety of people to help us assist our clients.

• Manage small staff of 5-10 IT administrators and desktop support staff.
• Ensure clients needs are being met and understand the dynamics of each client and their associated network.
• Train new employees on internal applications and tools used to support our clients.
• Monitor emergency situations, SLA's, backups, and other business critical applications in use at client sites.
• Meet with clients on a regular basis to review support agreements as well as proactive approach to current or future IT needs.
• Develops relationships with external clients and organizations to assess their technology, support, and security needs.
• Provides client assessments, and pitches IT equipment and service packages during meetings or presentations.
• Offers innovative solutions that meet clients’ needs while remaining cost effective.
• Manages projects by creating timelines, adhering to budgets, and assigning staff members.
• Establishes client and sales goals, and tracks progress and other metrics.
• Maintains relationships with technology, software, and security vendors.
• Manages and assesses the performance of staff members who specialise in support, sales, and installation.
• Identifies staffing needs and works with human resources colleagues to pursue the hiring process.
• Specialises in IT needs and demands for a particular industry, such as education, banking, property management, and more.
• Maintains familiarity with current and upcoming IT equipment, services, and other developments.
• Coordinates troubleshooting, support, and service for equipment and networks when necessary.
• Upholds a sense of customer service and measures client satisfaction.
• Attends industry events and trade exhibitions to learn about cutting edge product releases and news.
• Maintain software licensing, as well as a license library to track available and used resources
• Train employees in the use of software and hardware as needed
• Provide clear and calm support in the event of an emergency
• Stay current on emerging technology, and be able to provide recommendations for future technology investments
• Interact with employees to understand the way they perform work, and seek creative ways to improve our workflows with technology

The ideal candidates will have experience working with the following systems:

-Server 2019 & 2022

- Active Directory

- Exchange

- Remote Desktop

- Office 365

- VPN

- Software Upgrades

-Network Backups

- Ticketing System (ConnectWise, etc.),

N-able monitoring, Datto Backup

- Great attention to detail and documentation

- Local to the Eastside or greater Seattle area.

If you feel you meed the above criteria please proceed with sending us your resume and cover letter and make sure to answer the following questions:

1. Do you own a car or have a reliable method of transportation?

2. Do you have anything in your background that would prevent you from passing a very thorough background check? Please note that failure to admit something that is found during the check may prevent you from being considered.

3. If you were offered a job when would be your approximate start date?

4. This is a leadership position, thus experience in leading a technical team is required. Please state your experience, in detail, in the size and type of technical team you managed?

5. Please state your last (or most recent) salary as well as your expected salary for this position?

6. Please provide a brief statement as to what makes you the ideal candidate for this position?

7. Bonus question (not required): What fun and enjoyment do you bring to an organization, what makes you...you?

**We realize the additional questions take time and appreciate your cooperation. Your reply ensures that your application will be reviewed with the sincerity that it deserves. **

Job Type: Full-time

Pay: $70,000.00 - $100,000.00 per year

Benefits:

• Employee discount
• Health insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• On call

Work Location: In person

Salary : $70,000 - $100,000