Information Technology Help Desk Manager

1 month ago

new york city, United States Atlas Search Full time

We are partnering with a mission driven organization, with over 100 years of success in this industry. They are actively seeking an IT Customer Success Manager to join their team. The ideal candidate will have experience managing the functions of the Helpdesk, overseeing end-user devices and being the single point of contact for all customer issues. This is an excellent contract to hire opportunity for an experienced leader that can hit the ground running in this role.


  • Managing the day-to-day administration of the Help Desk including the management of Help Desk staff (internal and outsourced)
  • Monitor the Helpdesk database and follow up with assigned personnel to ensure timely resolution
  • Ensure relevant Service Level Agreements (SLAs) are in place
  • Manage and monitor all service levels to ensure the team meets or exceeds all service level agreements.
  • Prepare, document, update and regularly test Helpdesk continuity plans
  • Identify and monitor risks, governance and compliance requirements related to the helpdesk
  • Evaluating Helpdesk procedures with regards to customer service and productivity issues. Provide enhancements and productivity improvements.
  • Provides staff support for administrative tasks relative to the Desktop, Network and Telephone functions
  • 7+ years of computer related support experience required.
  • Extensive equipment support experience with Desktops, printer, printers, network switches, etc.
  • Excellent technical knowledge of corporate IT hardware, including; PCs, terminals, printers, fax, copiers, scanners, switches, routers, VOIP Phones and projectors, and brands such as Dell, HP, Lenovo, Cisco, etc.
  • Hands-on troubleshooting experience with a variety of computer related issues, including; AD logon, email, Anasazi medial system logon, remote desktop access, printing, VOIP and networking.

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