Technical Support Manager
6 days ago
The Help Desk Lead/Executive Support is a dynamic and forward-thinking individual who engages with and reviews the activities of all help desk team members to ensure they deliver exceptional customer service and provide expert guidance.
Key Responsibilities:- Assist in maintaining a secure and stable IT environment
- Utilize ticket tracking systems to document all support incidents, ensuring accurate and timely resolution
- Create and maintain detailed and complete help desk documentation, providing clarity and ease of use for end-users
- Report on metrics and KPIs for the help desk, identifying areas for improvement and implementing changes as necessary
- Promote opportunities for automation, assisting in the development of system solutions to increase efficiency and productivity
- Participate in research, planning, scoping, implementation, and ongoing support for projects, working collaboratively with cross-functional teams
- Manage equipment storage and life cycle, including asset inventory of hardware, software, and support assets, ensuring optimal utilization and minimizing waste
- Provide technical escalation for help desk technicians, serving as a subject matter expert and resource for complex issues
- Balance and prioritize multiple projects, remaining calm under pressure and adapting to changing priorities
- Order pre-selected desktop equipment for projects, office moves, and day-to-day inventory, ensuring seamless execution and minimal disruption
- Enforce IT standards and educate employees about compliance issues, promoting a culture of security and best practices
Education and Experience Requirements:
- Bachelor's degree in a related field or equivalent experience
- Minimum 8 years of experience within Information Technology, with a strong focus on leadership and management
- Minimum 4 years of documented Help Desk Team Lead/Executive Support experience, with a proven track record of success
Technical Qualifications and Experience:
- Expert-level knowledge of desktops, laptops, and Windows 10 operating systems, with hands-on experience and troubleshooting skills
- Strong understanding of Microsoft Office functionality and ability to support users in various applications
- Proficiency in Teams and Office 365, with experience in building computer images and mobile device management
- Knowledge of ITIL, ticketing, and asset management systems, with experience in quality review and reporting
- Understanding of security practices, including physical, internet, and wireless security, with a focus on protecting sensitive data and infrastructure
- Experience in networking, including VPN, LAN, WAN, and wireless, with a demonstrated understanding of network architecture and configuration
About Blake Smith Staffing, LLC:
We are a leading staffing firm specializing in IT recruitment, committed to delivering top talent and innovative solutions to our clients. Our team is dedicated to excellence, collaboration, and customer satisfaction, striving to build long-lasting relationships and drive business growth.
Salary Range: $80,000 - $110,000 per year
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