IT Help Desk Manager

5 days ago


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

We are seeking an experienced IT Help Desk Manager to join our team at MSR Collective. As a key member of our IT department, you will be responsible for leading and managing the day-to-day activities of our IT helpdesk, ensuring that support is provided promptly and effectively.

Key Responsibilities:
  • Lead and manage the IT helpdesk team, ensuring seamless support delivery.
  • Develop and implement IT policies and procedures to enhance efficiency and compliance.
  • Collaborate with various departments to understand their IT requirements and ensure those needs are met.
  • Manage IT projects related to system upgrades, installations, and configurations.
  • Ensure compliance with industry regulations and standards pertaining to data security and privacy.
  • Provide guidance and oversight for outsourced helpdesk staff.
  • Prepare detailed reports on helpdesk performance and system issues.
Qualifications:
  • Bachelor's degree in Information Technology, Computer Science, or a related field.
  • Minimum 8 years of experience in IT support services, preferably in the biotech or pharmaceutical industry.
  • Expertise in implementing and managing IT support tools and ticketing systems.
  • Strong grasp of IT systems, networks, and software commonly used in the biotech/pharmaceutical sector.
  • Experience in inventory management, onboarding/offboarding processes, and problem-solving.
  • Effective leadership skills and a customer-centric approach.
Preferred Skills:
  • Certifications such as ITIL or similar.
  • Familiarity with O365, Active Directory, Azure, and Amazon Web Services (AWS).
  • Knowledge of GxP regulations in the pharmaceutical industry.
  • Experience with access management in document management systems like SharePoint.
  • Background in website management and mobile device management.
  • Experience with single sign-on (SSO) solutions like OKTA.

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