IT Help Desk Manager

2 weeks ago

Bethesda, United States MSR Collective Full time
IT Help Desk Manager

Location: Onsite (Limited Remote Flexibility)

We're on the lookout for a dedicated IT Help Desk Manager to join our team. In this role, you'll report directly to the Head of IT and play a pivotal role in ensuring the seamless operation of our IT helpdesk. This position offers both hands-on technical leadership and managerial responsibilities, driving the efficient delivery of IT support services.

Key Responsibilities:

  • Daily Operations Oversight: Lead and manage the day-to-day activities of our IT helpdesk, ensuring that support is provided promptly and effectively.
  • Policy and Procedure Development: Develop and implement IT policies and procedures that align with the organization's operational needs, enhancing efficiency and compliance.
  • Collaborative Engagement: Collaborate closely with various departments to gain insights into their IT requirements and ensure those needs are met comprehensively.
  • Project Management: Take charge of IT projects related to system upgrades, installations, and configurations, contributing to the enhancement of our IT infrastructure.
  • Compliance Assurance: Ensure strict compliance with industry regulations and standards pertaining to data security and privacy, safeguarding our sensitive information.
  • Supervision of Outsourced Staff: Provide guidance and oversight for our outsourced helpdesk staff, ensuring their performance meets our high standards.
  • Performance Reporting: Prepare detailed reports on helpdesk performance and system issues, presenting insights to senior management for informed decision-making.
Qualifications:
  • Educational Background: Possess a bachelor's degree in Information Technology, Computer Science, or a related field.
  • Experience: Accumulate a minimum of 8 years of experience in IT support services, preferably within the biotech or pharmaceutical industry.
  • Technical Proficiency: Demonstrate expertise in implementing and managing IT support tools and ticketing systems, with a preference for Freshworks.
  • Industry Knowledge: Exhibit a strong grasp of IT systems, networks, and software commonly used in the biotech/pharmaceutical sector.
  • Inventory Management: Manage inventory levels and ordering for stocked IT equipment, ensuring adherence to budgetary constraints.
  • Onboarding/Offboarding: Possess experience in overseeing employee onboarding and offboarding processes related to IT asset provision and access management.
  • Problem Solving: Showcase exceptional problem-solving skills, maintaining composure in high-pressure situations.
  • Leadership Skills: Demonstrate effective leadership skills, with a dedication to achieving results.
  • Customer-Centric Approach: Embrace a customer-centric mindset, focused on delivering exceptional service.
  • Security Awareness: Be familiar with data privacy regulations and stay updated on cybersecurity best practices.
Preferred Skills:
  • Certifications: Possess certifications such as ITIL or similar, further enhancing your qualifications.
  • Tech Stack Proficiency: Familiarity with O365, Active Directory, Azure, and Amazon Web Services (AWS) is a plus.
  • Regulatory Knowledge: Knowledge of GxP (Good Practices) regulations in the pharmaceutical industry is beneficial.
  • Document Management: Experience with access management in document management systems like SharePoint and Box.com adds value.
  • Website Management: Background in website management is a desirable skill.
  • Mobile Device Management: Proficiency in administrating mobile device management, particularly with Intune, is advantageous.
  • Single Sign-On (SSO): Experience with single sign-on (SSO) solutions like OKTA is beneficial.


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