Help Desk Manager

Help Desk Manager

We are looking for an experienced Help Desk Manager. This position requires a proactive leader with a strong technical background and excellent management skills. The ideal candidate will oversee a team of IT professionals, ensuring efficient support services across multiple locations while maintaining a high standard of customer satisfaction.

Responsibilities:

• Lead a team of IT support professionals, providing guidance and performance feedback to ensure optimal service delivery.
• Manage and resolve technical issues related to laptops, desktops, tablets, mobile devices, printers, and other operational technologies.
• Provide both on-site and remote IT support across multiple locations, with up to 50% travel required.
• Oversee service desk operations, ensuring timely resolution of tickets and adherence to ITSM standards.
• Collaborate with various departments to align IT support with business objectives and operational needs.
• Maintain and manage Active Directory environments to ensure secure and efficient access.
• Develop and implement processes to improve service desk performance and client satisfaction.
• Monitor and analyze service desk metrics to identify areas for improvement.
• Conduct regular training sessions for team members on new technologies and troubleshooting techniques.

Requirements:

• Proven experience managing IT support teams and service desk operations.
• Strong technical expertise in Active Directory, ITSM tools, and service desk ticket management.
• Demonstrated ability to troubleshoot and resolve issues across a variety of devices and platforms.
• Excellent organizational and communication skills, with the ability to manage multiple priorities.
• Willingness and ability to travel up to 50% as required.
• Experience providing support in a manufacturing or similar industry is preferred.
• Familiarity with deskside support practices and remote troubleshooting methods.
• Ability to create and implement strategies for improving IT support services.