Help Desk Manager

Job Summary

This position is responsible for strategic planning, team leadership, budgeting, project management, IT operations, and cyber security and risk management. They also evaluate IT client needs, strategize, and build the department roadmap, lead, and develop IT staff, and manage technology vendor relationships.

Minimum Job Qualifications

.4 years’ experience as an IT Manager, managing an MSP team, troubleshooting MSP client issues, and identifying resolutions.

·Bachelor’s degree in computer science, information technology, or management information systems. (Preferred)

·Valid driver’s license with a clean driving history and personal reliable transportation.

· Ability to pass background check.

Essential Job Functions

· Exceptional understanding of cybersecurity frameworks and complex compliance standards to maintain client cyber safety and integration into existing infrastructure.

· Conduct risk assessments and execute tests of data processing systems to analyze computer networks, identify software engineering needs and data administration.

·Implement VMware, Citrix, APs, NUCs, phone systems, and wireless networks to maintain the efficiency of client IT operations.

· Develop project plans and oversee administration and installation of network functionality.

· Consistently monitor client needs, initiate quarterly reports and maintain client relationships.

·Exceptional business intelligence to serve as a trusted advisor as an MSP SME and assist in company growth.

·Exceptional knowledge and ability to provide client support and identify complex IT resolutions.

·Conduct monthly meetings with staff, develop development plans and training materials.

·Develop and monitor reports to ensure applications meet client needs and create optimal operation effectiveness.

· Maintain department training materials, policies, and procedures to reduce call time and increase the level of customer support to clients.

·Manage the team's daily and on-call schedules to ensure service level agreements are honored.

·Oversee the development and implementation of training materials and ensure staff accountability.

Job Skill Requirements:

·Professional appearance and effective communication skills.

·Excellent organization, time management skills, strong attention to detail, and ability to reprioritize changing company/client needs.

·Proven project management, analytical and critical thinking skills.

·Exceptional relationship and performance management skills.

Job Type: Full-time

Pay: $80,000.00 - $110,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• On call

Experience:

• Help Desk Management: 3 years (Required)

License/Certification:

• Driver's License (Required)

Work Location: In person

Salary : $80,000 - $110,000