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IT Helpdesk Assistant Director Of Information Technology

2 months ago

Centreville, United States Alltech Full time

Alltech, Inc. is seeking an IT Helpdesk Manager for a permanent position in the Kalamazoo, MI area. Job Summary: The IT Helpdesk Manager will oversee and manage a team of 4 IT Helpdesk Technicians and eleven other technical resources across multiple US offices. The role involves ensuring efficient IT support, implementing best practices, managing projects, and maintaining a high level of performance within the team. This position requires strong leadership, technical expertise, and excellent communication skills. Supervisory Responsibilities: • Hires and trains IT employees. • Schedules, organizes, and assigns projects to and on-call rotations. • Conducts timely and constructive performance evaluations. • Handles employee discipline and terminations in accordance with company policy. • Travel to locations with other direct reports as needed; 2-3 days a month max. Key Responsibilities: • Manage and lead a team of IT helpdesk technicians, providing guidance, coaching, and support to ensure high performance and productivity. • Develop and implement onboarding and offboarding processes, ensuring smooth transitions for new hires and departures, including provisioning and deprovisioning of accounts, hardware, and software. • Oversee access management processes, including user account creation, permissions management, and access reviews, to ensure compliance with security policies and regulatory requirements. • Monitor network services and infrastructure, proactively identifying and resolving issues to minimize downtime and optimize performance. • Implement and maintain an asset management system, ensuring accurate tracking and inventory of IT assets, including hardware, software licenses, and peripherals. • Prioritize and assign helpdesk tickets, ensuring timely resolution of technical issues and adherence to service level agreements (SLAs). • Monitor helpdesk performance metrics, analyze trends, and implement strategies for continuous improvement. • Act as a point of escalation for complex technical issues, providing hands-on support and guidance to resolve critical incidents. • Collaborate with other IT teams and departments to facilitate cross-functional projects and initiatives. • Identify training needs and opportunities for skill development within the helpdesk team, organizing training sessions and workshops as needed. • Stay informed about industry best practices, emerging technologies, and trends in IT support to ensure the helpdesk remains up-to-date and efficient. Required Qualifications: • Proven experience (3 years) in a helpdesk management role, preferably in a fast-paced healthcare environment. • Strong technical background with expertise in troubleshooting hardware, software, and network issues, including Microsoft 365 and Microsoft InTune. • Excellent leadership and communication skills, with the ability to motivate and inspire team members. • Solid understanding of ITIL framework and helpdesk best practices. • Experience with helpdesk ticketing systems (e.g., ServiceNow, Freshservice) and remote support tools. • Ability to work under pressure and handle multiple priorities effectively. Education & Certifications: • IT certifications (e.g., ITIL, CompTIA A+, Microsoft Certified Professional) are a plus. • Preferred Bachelor's degree in Information Technology, Computer Science, or a related field. Other Requirements: • Valid Driver's License • Background Check • Physical that will include a drug screen and TB test Alltech, Inc. is a leading provider of IT staffing services. We do contract (Salaried, W-2, 1099 or Corp-to-Corp), contract-to-hire and direct placements within the Information Technology field. Alltech, Inc. offers a full line of benefits to our salaried and W-2 employees through our partnership with Benefit Consultants, Inc. No visa sponsorship. No third party recruiters/agencies. No relocation assistance.