The Helpdesk Manager is responsible for overseeing the network and server infrastructure. The incumbent will manage the day to day operations of the helpdesk department and provide ongoing support for all technical vendors.
Manages network and server infrastructure which includes set ups, upgrades, and server hardening.
Communicates vendor outages and issues to affected departments in a timely manner.
Manages the helpdesk queue and addresses escalations when necessary.
Collaborates with IT Operations Manager on daily tasks and ongoing IT projects.
Supports phone vendor with any additions and changes to the service.
Assists with the ordering and maintenance of IT inventory (e.g. laptops, desktops).
Manages the Office 365 portal by setting up mailboxes, creating and editing distribution lists, etc.
Monitors the GFI Dashboard for operation and possible issues.
Directs the training, performance management, and development for staff.
Cultivates an enthusiastic work environment that will build positive employee attitudes and increase employee morale.
Performs other duties as assigned.
Associate’s Degree in Computer Science, Information Technology, or related field
2 - 4 years of NOC experience or similar experience
Knowledge of networking, computer hardware, and software troubleshooting
Ability to write and comprehend technical documents and user manuals
Exceptional verbal and written communication to effectively present information and answer technical questions.
Computer literacy to include Data Entry, Microsoft Word, Excel, & Outlook
Knowledge of helpdesk ticketing system.
Knowledge of Microsoft Office 365, Server Management, Group Policies, and IDS and IPS
Excellent team coaching and development skills
Bachelor’s degree in related field
2 – 4 years of helpdesk management or team lead experience
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age or disability. We are committed to a drug-free workplace. All qualified applicants are subject to a drug screening prior to employment.