Help Desk Manager
2 days ago
About the Role:
We are seeking a highly motivated and experienced Help Desk Manager to join our team at Élan Partners. As a Help Desk Manager, you will be responsible for leading our support team and ensuring that our clients receive exceptional service delivery.
Key Responsibilities:
- Lead and manage the day-to-day operations of the Service Desk, including infrastructure, phone, and desktop support.
- Develop and implement processes to improve service delivery and reduce incidents.
- Monitor, mentor, coach, and assist team members to deliver quality support.
- Develop and maintain a dashboard to summarize the performance and status of IT infrastructure operations.
- Assist in establishing performance metrics and measurement and reporting of established metrics.
- Provide technical assistance for support requests related to company computer systems and peripherals.
- Support global offices during their off-hours.
- Diagnose, troubleshoot, and resolve/escalate issues reported to the help desk.
- Monitor, manage, and document all actions and solutions into the ticketing system.
- Respond to requests via email, in person, or over the phone using remote assistance tools.
- Follow up on outstanding requests and ensure timely resolution.
- Maintain inventory of company computer equipment and peripherals and supplies.
Requirements:
- 3-4+ years of overall Desktop Support experience.
- 1+ year of leadership experience.
- Experience supporting using systems in our client's current environment: Active Directory, DNS, VSphere, 3cx VoIP and Poly Telepresence, Cisco Meraki, VEEAM, Kandji, Atera, Ticketing System Administration.
- Expertise in troubleshooting networking issues, storage, server, cabling, Mac OS and Windows systems along with specific client applications.
- Strong attention to detail, along with organizational and time management skills.
What We Offer:
We offer a comprehensive benefit package and a dynamic work environment. If you are a motivated and experienced Help Desk Manager looking for a new challenge, please submit your application.
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