Job Description

We are a dynamic and growing small business dedicated to delivering IT solutions to small businesses in the US. We foster a collaborative and fast-paced environment where creativity thrives, and everyone has a voice. We are seeking a talented and versatile Help Desk manager to join our team and play a key role in developing and executing our day-to-day client requests.The RoleWe are seeking a highly motivated and experienced IT Help Desk Manager to lead and inspire our technical support team. In this role, you will be instrumental in ensuring the smooth operation of our help desk, providing exceptional service to our valued clients, and fostering a culture of continuous learning and improvement.Responsibilities:

• Build, mentor, and manage a high-performing team of Level 1, 2, and 3 support technicians.
• Develop and implement training programs to continuously enhance the technical skills and service delivery standards of the team.
• Create, document, and refine processes and procedures to maximize team efficiency and effectiveness.
• Conduct regular ticket audits to identify trends, performance gaps, and areas for improvement in service delivery.
• Proactively monitor and maintain optimal issue response and resolution times, ensuring client SLAs are consistently met or exceeded.
• Oversee the meticulous documentation of all activities performed by the IT Service team on tickets and projects.
• Coordinate technician dispatch to client sites, ensuring they are fully prepared with the necessary tools and information.
• Conduct regular one-on-one meetings and performance reviews with team members, providing constructive feedback and guidance.
• Collaborate closely with other departments to continuously optimize operations and processes, fostering a culture of teamwork and shared success.

• Desktop Support (Windows): In-depth knowledge of Windows operating systems and troubleshooting methodologies.
• Remote User Support: Experience using RMM tools (e.g., Automate RMM) to provide efficient remote support.
• Active Directory & Group Policies: Solid understanding of Active Directory management, user and computer account administration, and Group Policy implementation.
• Virtual Environments: Working knowledge of virtualization technologies such as Azure and Hyper-V.
• Microsoft 365 Administration: Experience with Microsoft 365 administration, including user management, security configurations, migrations, and troubleshooting.
• Email Systems: Proficiency in managing and troubleshooting email systems like Exchange and Office 365, including email filtering software (e.g., Proofpoint).
• Networking Fundamentals: Understanding of networking basics including TCP/IP, VLANs, routing, switching, and firewall concepts.
• Printer Management: Experience installing, configuring, and troubleshooting various printer models.
• Ticketing Systems & Time Tracking: Proficiency in using ticketing systems and time tracking tools (e.g., ConnectWise PSA).
• VoIP Systems: Working knowledge of VoIP technologies and platforms

• 5+ years of proven experience managing an IT Help Desk, Call Center, or a similar technical support team.
• 5+ years of combined hands-on technical experience in desktop support, systems administration, and networking.
• Demonstrated Level 3 technical proficiency in desktop support and systems administration.
• Strong understanding of ticketing system best practices and experience implementing and optimizing ticketing workflows.
• Excellent communication, interpersonal, and leadership skills with the ability to motivate and inspire a team.

• Excellent career development opportunities
• Flexible working options
• Great work environment

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