Help Desk Manager

2 weeks ago


Shenandoah, United States Penn Foster Inc Full time

Summary: TETRA Technologies, Inc. is a global organization whose foundation and strength comes from the drive and dedication of our team members. Our culture is that of inclusion and an unwavering belief that both our past and future success are due to the diversity of our employees and their competitive spirit. Founded in 1981, TETRA Technologies, Inc. ( NYSE: TTI ) is a geographically diversified industrial and oil and gas products and services company, focused on completion fluids, calcium chloride, water management solutions, frac flowback and production well testing services. TETRA is evolving its business model by expanding into the low carbon energy markets with its chemistry expertise, key mineral acreage, and global infrastructure. Low carbon energy initiatives include commercialization of TETRA PureFlow, an ultra-pure zinc bromide clear brine fluid for stationary batteries and energy storage; advancing an innovative carbon capture utilization and storage technology with CarbonFree to capture CO2 and mineralize emissions to make commercial, carbon-negative chemicals; and development of TETRA’s lithium and bromine mineral acreage to meet the growing demand for oil and gas products and energy storage. Essential Duties: Monitor and ensure key department metrics are aligned and achieved with company business objectives by setting individual and team goals for department performance. Identify service trends and proactively drive ticket volume and client issues down to improve overall service levels. Automation for account on-boarding and off-boarding processes using PowerShell or Fresh Service workflows to streamline user provisioning. Manage the ManageEngine Endpoint Central software and standardize workstation configuration and management to ensure a consistent and secure IT environment. Provide complete support for computers, applications, peripherals, eFax, Audio and Visual to resolve technical issues effectively. Develop and manage Tier 1 and 2 support processes and documentation to ensure efficient incident resolution. Provide Tier 1 and 2 support for network, systems, circuits, and phones, ensuring continuous connectivity and functionality. Offer strong technical guidance to staff in troubleshooting and efficient resolution, acting as a technical escalation point as needed to resolve client support issues. Coordinate training and orientation of new technology for the user base to promote effective IT utilization. Requirements: EDUCATION : Bachelor’s degree from an accredited institution in MIS, Computer Science, or another related field preferred EXPERIENCE : 10+ years of experience in Service Desk, including solid team-leading and 5+ years of experience managing a team OTHER: Thorough knowledge of desktop and application virtualization including solutions from Microsoft 0365, SharePoint, OneDrive, Box, Print Servers, Manage Engine, Azure VDI, Azure AD, etc. Working knowledge in profile management tools, application provisioning and patching tools Comprehensive understanding of Microsoft Active Directory and Azure AD GPOs, Ous, MFA, Application and Security policies. Working knowledge of Microsoft Office 365 administrative tasks including provisioning, permissions, and access modifications. Working knowledge of mobile device management technologies and industry-accepted security policies. Strong knowledge of optimization and full utilization of technology-supported, including a solid understanding of technology capabilities and limitations. Solid interpersonal and communication skills to deal effectively with all kinds of internal customers and external vendors. Effective Customer service, leadership, and team motivational skills. Excellent problem solving, diagnosing, and troubleshooting skills. A hands-on individual who is not afraid to roll up sleeves and get into the detail with excellent analytical skills with a commitment to quality standards. Experience in managing and negotiating complex vendor and services contracts. Work Environment: The requirements are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of any field-based position, an employee may be exposed to wet and/or humid conditions, moving mechanical parts and outside weather conditions. The noise level in the work environment is usually moderate to loud for extended periods at a time.

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