Help Desk Manager

Position Summary

The Help Desk Manager oversees daily IT support operations, ensuring smooth IT systems and services, prompt resolution of technical issues, and quality customer service. This role involves managing the IT help desk staff, assigning tasks, monitoring performance, and providing feedback and training, while collaborating with the Director of IT Operations and senior management.

Position Duties/Responsibilities

• Oversee the day-to-day activities of the IT help desk team, ensuring timely and accurate resolution of technical issues, and handle escalated IT help desk requests and complaints, providing solutions and ensuring customer satisfaction.
• Establish, develop, and maintain IT help desk policies, procedures, standards, and tools, including ticketing software, remote access, knowledge base, and inventory management.
• Supervise and mentor help desk staff, providing guidance, support, performance reviews, and managing employee development.
• Ensure the team and end users are trained on the latest IT technologies, systems, best practices, and business priorities, including the use of technology-related devices such as hardware, software, and mobile technology.
• Monitor, analyze, and report on help desk performance metrics, including ticket volume, resolution time, customer satisfaction, and SLAs, and provide status updates and progress reports for IT projects as requested.
• Coordinate with other IT areas and vendors to troubleshoot and resolve complex IT issues, and assist on the Help Desk during high volume call times.
• Identify and recommend opportunities for IT help desk improvement and innovation.
• Create and promote a customer-focused attitude.
• Manage team progress against established plans aligned with MFC strategy and vision.
• Contribute to multi-year IT roadmap development, strategic planning, budgeting, and forecasting.
• Research and stay updated on new technologies for potential beneficial impacts.
• Ensure the help desk team has the necessary tools and resources to perform their duties.
• Communicate with users to understand their needs and feedback.
• Enable self-service options to allow users to self-solve the most common issues, giving agents more time to focus on complex issues.

Supervisory Responsibilities:

• Assign tasks to staff and supervise work. Effectively lead team(s) to include talent acquisition, performance management, mentoring, professional development and continuous feedback.
  

Position Requirements

Required:

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• At least 8 years of experience in IT help desk or technical support.
• Minimum of 5 years of supervisory or managerial experience in IT help desk or technical support management.
• Proficient knowledge of IT systems, networks, hardware, software, and applications.
• Proficient knowledge of the Microsoft ecosystem (Teams, SharePoint, Dynamics Customer Service, Dynamics CRM).
• Strong communication skills, both verbal and written.
• Proven experience in leading and developing IT help desk staff.
• Demonstrated ability to prioritize tasks, multitask, and work under pressure in a fast-paced environment.
• Proven ability to troubleshoot and solve complex IT problems.
• Demonstrated ability to work independently and collaboratively with other IT teams and stakeholders.
• Availability to respond to emergency situations or other critical matters.

Desired:

• Relevant IT certifications, such as CompTIA A+, Network+, Security+, ITIL, or Microsoft.

Knowledge, Skills, And Abilities

The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Professional demeanor with internal and external contacts, including personal appearance and courteous treatment of peers and others.
• Strong multitasking abilities, ability to work well under pressure, detail-oriented, and self-motivated with the ability to work as part of a team or independently with little supervision.
• Team player willing to assist with any tasks required to complete project goals.
• Knowledge of commonly used concepts, practices, and procedures within the IT industry, and working with vendors and other industry personnel to ensure best practices.
• Relies on experience and high degree of judgment to plan and accomplish goals and resolve issues.
• Ability to lead and direct the work of others.
• Ability to build and maintain effective customer and professional relationships.
• Strong oral and written communication skills, analytical and problem-solving skills, listening skills, excellent judgment, and self-motivation.
• Ability to maintain strict confidentiality and ensure the integrity and confidentiality of sensitive data.
• Solid technical background with the ability to give instructions to a non-technical audience.
• Strong computer skills with Microsoft Office (Outlook, Word, Excel, PowerPoint), and the ability to learn proprietary systems.
• Strong knowledge of computer hardware, software, mobile devices, etc.
• Working knowledge of computer networks, wireless networks, internet services, VOIP, etc.

Other Requirements of Position

• Works under limited supervision.  Independently determines the approach to take and the methods to use.  Interprets policy in terms of objectives.  Informs manager of unusual situations with far reaching implications.
• Major responsibilities do typically require a modest amount of creativity and latitude. Employee typically operates under general instructions with some established procedures and policies.
• Frequently communicates with departmental & divisional co-workers, management, outside vendors, etc.
• Required to communicate and establish a cooperative, working relationship to ensure customer and employee satisfaction.
• Independent decisions involving routine matters of organizational and time management issues are made daily. An error in judgment or procedure could impact cost factors involving time issues. Some financial impact could result from invoices, including cost and profit but it is unlikely that any error would go undetected by the supervisor, especially through the processing of paperwork.
• Maintains equipment and supplies to avoid waste, damage to areas and equipment, and to prevent accidents.

The duties and responsibilities described here are not a comprehensive list, and the scope of the job may change as necessitated by business demands.

All MacAllister Machinery companies are an Equal Employment Opportunity Employer, including Disabled and Veteran applicants.