Helpdesk Manager

2 weeks ago

Menlo Park, California, United States KDInfoTech Inc Full time

Who is KDInfotech?

KDInfotech offers small and medium sized businesses solutions and support with all aspects of their infrastructure nationwide. We develop, manage, and partner on projects such as, application support, network administration, communication systems, and workstation performance. We like to call ourselves IT Partners that will come in and help in any situation necessary. As a fast growing successful company, we are redefining how tech support benefits our clients.

A Day in the Life of our Helpdesk Manager

Our Helpdesk Manager is responsible for all Daily Helpdesk Operational needs. Our Helpdesk Manager will be responsible for leading the helpdesk team and ensure that the team is providing efficient and effective support to all users. Our Helpdesk Manager will also serve as a escalation point for the helpdesk team. They have a firm understanding of how to effectively manage a team with a focus on exceptional customer service and professionalism.

Who Should Apply

We welcome all applicants that have a proven background in mentoring and leading help desk and/or desktop teams in MacOS/JAMF environments. G Suite administration and working in Lab and HIPAA regulated environments is strongly preferred in this role. If you are excited to prioritize customer relationships, communicate effectively with technical and non technical staff, and would like to make an impact in an organization and peer growth, we encourage you to apply.

Daily Objectives

  • Establish and maintain metrics to gauge department efficiency and overall user satisfaction
  • Manage team performance, provide leadership and mentoring, and use a wide range of tools and techniques to create and maintain a collaborative, motivated, and positive team atmosphere
  • Define team goals and lead staff to achieving desired results, and while being accountable for team performance
  • Maintain and improve service quality and measuring customer satisfaction through quality standards and measurements
  • Utilize ITIL based standard operating procedures, key performance indicators (KPIs), and reports to provide visibility to helpdesk performance and quality
  • Enforce policies and procedures and provide continuous process improvement to lead to faster resolutions
  • Responsible for planning, organizing, and implementing any new helpdesk standards
  • Develop training programs to enhance the skill set of helpdesk support personnel to elevate the department as a whole
  • Collaborate with internal stakeholders across different departments to improve the department as a whole

Qualifications and Skills

  • 3-5+ years of experience in managing a Helpdesk team
  • Knowledge of ITIL and/or ITSM foundations preferred
  • Working experience with MacOS
  • Experience using ServiceNow and/or Jira ticketing systems
  • Experience with working in a highly regulated environment highly preferred

Why work for KDI?

KDI offers leading edge benefits to all of our team members that include but are not limited to;

Unlimited PTO and Sick days

PPO and HMO options for Medical Benefits

Dental and Vision Benefits

401k Match

Cell phone reimbursement options

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