End User Services/Help Desk Manager

Found in: beBee jobs US - 2 weeks ago

Portsmouth, Virginia, United States WIN Waste Innovations Full time

WIN Waste Innovations is a waste management company committed to delivering essential waste management solutions to customers and communities supported by our team of 2,100 employees.

We believe in preserving our environment for future generations while providing for today's needs.

WIN Waste Innovations is a vertically integrated business with a platform of 50 strategically located collection, transfer and disposal assets.

These include waste-to-energy facilities, transfer stations, ash monofills, landfills, and fleets of rail cars and collection vehicles.

We process more than 11 million tons of waste annually, converting 6.7 million tons of waste into clean, renewable energy that powers 340,000 homes.

We recycle more than 234,000 tons of plastic, paper and metals from the waste stream.


WIN Waste Innovations is in search of an experienced IT Help Desk Manager to oversee, and support our IT technicians, our Service Center Managed Services Provider, local HQ IT Café, and maintain our operational computers, core user applications, and Microsoft 365 services.

The chosen candidate will be responsible for managing resources, document training, providing project and team status, manage ticket escalation, support analysis, and resolving technical issues.

The candidate will also be responsible for maintaining a computer deployment program and managing core productivity software.

To excel as a Help Desk Manager, you should possess excellent interpersonal and conflict management skills. Ultimately, a top-tier Help Desk Manager should ensure that our clients receive professional and efficient technical support.

Responsibilities

  • Manage and support a team of IT technicians and our managed service provider.
  • Project manage and define scope, scheduling, testing, and installation of new core hardware and software systems, and provide post-review.
  • Mentor the team, provide training, and conduct performance evaluations.
  • Monitor team performance and develop feedback reports for management.
  • Communicate with clients and provide in-person and phone support when required.
  • Troubleshoot and resolve technical issues.
  • Follow and enforce Cybersecurity practices and policies.
  • Manage escalations and ensure any issues are resolved with urgency when required.
  • Make recommendations to improve operational efficiency.
  • Manage hardware and software by conducting regular maintenance and updates.
  • Support identifying and resolving network, connectivity, and server issues.
  • Manage upgrading firmware, software, and outdated hardware systems.
  • Prepare technical documents, such as error and maintenance reports.
  • Create user and IT support documents.
  • Support remote site travel to sites and facilities.
  • This position requires the employee to work from the office and is not a remote role. However, WIN does offer work flexibility to its employees.
Skills, Qualifications, & Experience

  • A bachelor's degree in computer science, information technology, or a related field.
  • Minimum two years of experience in a technical support role or as a Help Desk Manager.
  • Familiarity with ITIL processes and methodologies.
  • Strong technical background.
  • Excellent analytical and troubleshooting skills.
  • Ability to work under pressure.
  • Excellent leadership and people management skills.
  • Strong customer service skills.
  • Experience with Microsoft Office 365 core suite of applications.
  • Experience with computer software license management and asset controls.
  • Familiarity with Windows computer deployment practices (i.e., Intune).
Personal Attributes

  • A self-starter who is disciplined and can successfully bring projects and tasks to closure with minimum guidance, direction, and oversight.
  • A team player who can effectively interact with clients and peers in a positive, collaborative, and constructive manner.
  • Excellent organizational and time management skills to handle multiple tasks simultaneously.
  • Ability to independently prioritize workload and multi-task.
  • Ability to work well under pressure and in a fast-paced environment.
  • Excellent documentation and communication skills.


At WIN Waste Innovations, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability.

As well as Company match on 401K, and more Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled.

Equal Opportunity Employer Minorities/Women/Protected Veterans/DisabledPDN-9b99238b-b045-49d3-b569-5e9b49a257cf

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