Key Responsibilities
Leadership & Strategy
Lead and mentor Desktop Administration and Helpdesk Support teams, including managers, engineers, analysts, and technicians.
Define and execute strategy for end-user computing, endpoint management, and IT support services.Establish service standards, SLAs, KPIs, and reporting to ensure consistent, high-quality service delivery.
Partner with IT and business leaders to align desktop and Helpdesk services with organizational objectives.
Desktop & Endpoint Administration
Oversee administration and support of Windows, macOS, and iPad environments.
Manage the setup, deployment, ongoing management, and secure destruction/decommissioning of endpoint devices.Ensure standardized desktop builds, patching, configuration, encryption, and lifecycle management.
Lead implementation and optimization of endpoint management tools (e.g., MDM, endpoint security, remote support).
Ensure compliance with security, regulatory, and organizational policies.
Microsoft Office 365
Provide leadership oversight for Microsoft Office 365 services, including Outlook, Teams, SharePoint, OneDrive, and collaboration workloads.
Drive adoption, usability, and training initiatives to improve end-user productivity.
Partner with security and identity teams to ensure secure and reliable access.
Cloud & AWS Experience
Provide leadership and oversight for end-user-related services and integrations hosted on or supported by AWS.
Collaborate with cloud and infrastructure teams to ensure secure, scalable, and reliable endpoint and support services in cloud environments.
Support troubleshooting, monitoring, and service optimization related to AWS-hosted workloads impacting end users.
Networking & Infrastructure Collaboration
Collaborate closely with network teams supporting Aruba wired and wireless networking environments.
Ensure seamless connectivity between endpoint devices and enterprise network infrastructure.
Participate in incident response and root-cause analysis impacting desktop or Helpdesk services.
Helpdesk & Call Center Operations
Direct day-to-day Helpdesk operations, ensuring efficient ticket intake, prioritization, resolution, and escalation.
Apply call-center best practices to improve customer experience, service quality, and operational efficiency.
Oversee Helpdesk tools, workflows, and knowledge management.
Drive continuous improvement initiatives to increase first-contact resolution and self-service adoption.
Communication & Stakeholder Engagement
Serve as a senior escalation point for complex end-user support and service issues.
Communicate clearly and effectively with executives, clinicians, operational leaders, and technical teams.
Develop timely, clear end-user communications related to outages, upgrades, and service changes.
On-site Position
This is 100% on-site position, at the Call Center/Office in Pompano Beach, FL
Monday - Friday and weekends as business needs require
Benefits at Porter
- Paid Time Off - Vacation + Sick Time
- Paid Holidays
- Insurance - Medical, Dental, Vision, Life, Disability (eligibility to enroll within 30 days from start)
- Professional Growth
- Special culture and work environment
- Equipment Support - Laptop, Monitors, etc.
