Information Technology Help Desk Manager
2 months ago
About the Company: We are a dynamic Managed Service Provider (MSP) representing multiple established IT brands on US market, recognized for our innovative IT solutions and the incredible pace at which we grow. Situated in the beautiful and bustling Roslyn, NY, we provide unparalleled IT services to a diverse range of clients. Our focus on cutting-edge technology and superior client satisfaction has fueled our growth, and we need an IT Help Desk Manager who is ready to propel our Help Desk team to new heights.
About the Role: As the IT Help Desk Manager, your primary mission will be to oversee the Help Desk team's operations, ensuring we deliver stellar support services. You'll be responsible for nurturing a high-performance team culture, fostering professional development, and scaling the team to support our rapidly expanding client base.
Responsibilities:
- Lead and expand a talented IT Help Desk team, setting clear objectives, measuring performance, and providing regular feedback.
- Design and implement robust processes to ensure high-quality technical support and customer service.
- Drive the growth of the Help Desk team, including hiring, training, and professional development, to keep pace with our rapid expansion.
- Liaise with senior management to align the Help Desk operations with overall business objectives.
- Analyze performance metrics and utilize data to inform strategic decisions and improve service delivery.
- Stay abreast of industry best practices and incorporate them into the team's workflow to ensure continuous improvement and innovation.
- Manage complex IT projects and initiatives, ensuring they are delivered on time and within budget.
Required Skills:
- OS Windows administration experience
- Deep networking understanding
- Monitoring and troubleshooting tools and methods knowledge.
- Database Server administration
- SQL\Power shell\Python (or other scripting or programming language) will be a plus
Preferred Skills:
- You have substantial management experience in an MSP environment.
- Proven success in scaling IT Help Desk teams rapidly and efficiently.
- A deep understanding of the MSP industry's unique challenges and opportunities.
- Strong leadership skills with the ability to motivate and guide a growing team.
- Excellent project management skills, with a flair for strategic planning and execution.
- You are adept at using Help Desk software and tools, with an appreciation for the role of data in managing team performance and customer satisfaction.
- Deep understanding of ITIL\ITSM principles proven experience of ITIL processes implementation.
- Experience in Service Level Management (SLA\OLA)
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