Information Technology Help Desk Manager

1 month ago

New York, United States Addition Management Full time

TITLE: IT Helpdesk Manager

LOCATION: New York, NY AND Secaucus, NJ (HYBRID)

SALARY: $110k-130k + Bonus



Successful Fashion Company is seeking an IT Helpdesk Manager to join their team



RESPONSIBILITIES

  • Lead and manage the IT Helpdesk team, providing direction, support, and mentoring.
  • Set performance goals and conduct regular performance reviews.
  • Foster a positive and collaborative team environment.
  • Ensure the efficient and effective delivery of IT support services to all end-users.
  • Develop, implement, and maintain IT service management processes and procedures.
  • Monitor and analyze service delivery performance metrics to ensure service level agreements (SLAs) are met.
  • Act as the primary point of contact for escalated IT support issues.
  • Ensure timely and effective resolution of all end-user incidents and requests.
  • Maintain a high level of customer satisfaction through continuous improvement of service delivery.
  • Oversee the provision of IT support to executive leadership, ensuring high priority issues are resolved promptly.
  • Develop and maintain tailored IT solutions to meet the specific needs of executive users.
  • Ensure confidentiality and security protocols are rigorously followed when handling executive support requests.
  • Identify opportunities for process improvements and implement best practices.
  • Stay updated with the latest industry trends and technologies to enhance service delivery.
  • Conduct regular audits and assessments of IT support processes and procedures.
  • Manage the Helpdesk team's workload and prioritize tasks effectively.
  • Ensure the Helpdesk is adequately staffed and trained to handle the volume and complexity of support requests.
  • Develop and manage the Helpdesk budget.
  • Oversee the procurement of IT equipment, software, and services.
  • Manage relationships with IT vendors and service providers to ensure quality and cost-effectiveness.
  • Negotiate contracts and service agreements with vendors.
  • Monitor vendor performance and address any issues or concerns promptly.
  • Maintain an accurate inventory of all IT equipment, software, and assets.
  • Implement and manage asset tracking systems to ensure accountability and efficient use of resources.
  • Provide in-person support for the NYC and NJ offices, as well as remote support for worldwide retail locations and satellite offices (Europe/Asia).
  • Oversee management macOS and iOS environments using JAMF MDM for OS upgrades, patches, software packaging, deployment, and reporting.
  • Oversee management of Windows end-user device environment using Endpoint Manager for policy management, software deployment and reporting.
  • Perform basic Windows 10 troubleshooting and Active Directory management.
  • Administer Microsoft 365 and manage Active Directory group policies to ensure secure and efficient user and computer management.
  • Utilize Microsoft Azure and Endpoint Manager skills for cloud-based solutions and centralized endpoint management.
  • Coordinate and support off-site and after-hours network and AV setups for meetings and events.
  • Maintain comprehensive documentation of all IT support processes and procedures.
  • Generate regular reports on Helpdesk performance, including ticket resolution times, customer satisfaction, and other key metrics.
  • Provide regular updates to senior management on Helpdesk operations and performance.


QUALIFICATIONS

  • Bachelor's degree in Information Technology, Computer Science, or a related field.
  • 5+ years of experience in IT support, with at least 2 years in a leadership role.
  • Proven work experience as a Help Desk Manager.
  • Hands-on experience with helpdesk/ITSM and remote-control software.
  • Strong knowledge of IT service management frameworks (e.g., ITIL).

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