Help Desk Manager

1 day ago

Conshohocken, United States Spring EQ Full time
Overview

Spring EQ is a national home equity lender providing flexible and tailored financing solutions directly to consumers with a national network of experienced brokers and partners. Since its founding in 2016, Spring EQ is among the fastest growing and highest-rated home equity financing partners in the United States. Spring EQ offers a broad range of home equity products and delivers a simple and streamlined process that results in faster funding, trustworthy loans, and less frustration for consumers today. To learn more about Spring EQ, visit www.springeq.com.

At Spring EQ, it is our mission to empower homeowners and buyers to achieve and maximize the value of homeownership in a simple, fast, and ethical manner. Our values are to
  • Be kind and treat all people - teammates, customers, and vendors - with respect and consideration
  • Be adaptable and embrace change
  • Be accountable and take responsibility and deliver the effort to fully complete the task
  • Be better and strive for continuous improvement in ourselves, our team, and the company for our customers
  • Be part of the solution and solve problems, find the answers, and collaborate
  • Work hard, have fun, and get things done
The Help Desk Manager will be responsible for overseeing the daily operations of a team of 3-5 Help Desk engineers, ensuring efficient and effective support for all users. This role requires a strong leader with expertise in Atlassian global administration, Jira, Assets, Confluence, Change Management, and Microsoft Office 365 administration support. The ideal candidate will have a proven track record in managing help desk operations, team performance, and IT service management.

Responsibilities
  • Team Performance Management: Lead, mentor, and manage the help desk team to ensure high performance and professional development.
  • PC Lifecycle Management: Oversee the entire lifecycle of PCs, including procurement, deployment, maintenance, and disposal.
  • User Onboarding/Offboarding: Manage the onboarding and offboarding processes for users, ensuring smooth transitions and access management.
  • Ticket Reviews: Conduct regular reviews of help desk tickets to ensure timely resolution and adherence to service level agreements (SLAs).
  • T1 Ticket processing: Expect to allocate at least 8 hours per week resolving tickets in addition to supporting the team.
  • Vendor Management: Collaborate with vendors to procure and manage IT assets and services.
  • Asset Tracking and Reporting: Maintain accurate records of IT assets and generate regular reports on asset status and utilization.
  • Change Management: Implement and manage change management processes to ensure minimal disruption to IT services.
  • Monthly Help Desk Metric Reporting: Prepare and present monthly reports on help desk performance metrics to senior management.
  • Project Support: Provide support for IT projects as needed, ensuring alignment with help desk operations and objectives.
Qualifications
  • Education: Bachelor's degree in computer science, Information Technology or related field.
  • Experience: Minimum of 5 years of experience in a help desk or IT support role, with at least 2/3 years in a managerial position.
  • Technical Expertise: ITIL certified. Expertise in Atlassian administration, Jira, Assets, Confluence, Change Management, and Microsoft Office 365 and Entra ID administration.
  • Leadership Skills: Strong leadership and team management skills, with the ability to motivate and develop team members.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to interact effectively with all levels of the organization.
  • Problem-Solving: Strong analytical and problem-solving skills, with a focus on delivering practical and efficient solutions.
  • Organizational Skills: Exceptional organizational and time management skills, with the ability to prioritize tasks and manage multiple responsibilities.
Benefits
  • 401k Company Match
  • Commuter Benefits
  • Company Holidays
  • Credit Union Membership
  • Dental Insurance
  • Dependent Care Plan
  • Disability Insurance
  • Employee Assistance Program
  • Life Insurance
  • Medical Insurance
  • Paid Time Off Plan
  • Vision Insurance

Spring EQ is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.

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