Help Desk Manager | On-Site NYC 10025
1 week ago
Desktop Support Manager
NYC $100k+
Responsibilities:
Leadership:
- Lead and mentor a team of desktop support technicians, providing guidance, training, and support to ensure optimal performance and development.
- Prioritize and delegate tasks effectively to meet support objectives and deadlines.
- Foster a collaborative and positive team environment, promoting knowledge sharing and continuous improvement.
Desktop Support:
- Provide hands-on desktop support for hardware, software, and network-related issues, ensuring timely resolution and minimal disruption to user productivity.
- Troubleshoot and resolve escalated technical issues, utilizing advanced diagnostic tools and techniques.
- Collaborate with other IT teams to escalate and resolve complex issues that require specialized expertise.
System Administration:
- Administer desktop systems and applications, including installation, configuration, and maintenance.
- Implement and enforce desktop security measures, ensuring compliance with company policies and industry standards.
- Perform routine system upgrades and patches to maintain system integrity and security.
Documentation and Reporting:
- Maintain accurate documentation of desktop configurations, procedures, and troubleshooting steps.
- Generate reports on desktop support activities, including ticket resolution metrics, performance trends, and user feedback.
- Identify areas for improvement and implement proactive measures to enhance desktop support services and user satisfaction.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or related field.
- Proven experience in desktop support roles, and supervisory positions.
- In-depth knowledge of desktop hardware, operating systems (Windows, macOS, Linux), and productivity applications (Microsoft Office, Adobe Creative Suite, etc.).
- Strong troubleshooting skills and the ability to diagnose and resolve complex technical issues.
- Experience with system administration tasks, including software installation, configuration, and patch management.
- Excellent communication and interpersonal skills, with the ability to effectively interact with users at all levels of the organization.
- Strong leadership abilities, with a track record of leading and developing high-performing teams.
- Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) preferred.
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