IT Help Desk Manager at Window Nation in Fulton, MD
The IT Help Desk Manager's primary objective is to rapidly resolve technology issues that are reported through the Company's ticket system. The position requires a hands-on technical leader who is responsible for delivering a world class support experience for our staff and other external partners. The manager is expected get into the weeds with complex technical issues while thinking about the big picture. Additionally, this manager has strong leadership and communication skills which will lead to their team to exceeding performance expectations. Oversee Helpdesk Asset Management and Inventory Manage the software and hardware purchases for the division Identify the need for upgrades, configurations or new systems and report to upper management Monitor financial resources Manage All Help Desk Operations Deliver frontline technical support for staff and partners Foster positive end-user relationships and drive customer satisfaction Promote continuous improvement of Tier 1 support, desktop administration, and telecom delivery for all stakeholders Monitor ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary Gather and report operational metrics, accomplishments, and priorities for weekly leadership meeting(s) Establish and implement ITIL standards Continuously analyze the business requirements of all departments to determine their technology needs Successful delivery of services and projects supporting the business both on time and within budget through proactive team management and leadership Escalation and resolution of software issues to the information systems/development team Escalation and resolution of third-party software/systems issues by the support team Define team goals and lead staff to achieving desired results while being accountable for team performance Requirements and Qualifications Bachelors or Associate technical degree in Computer Science, Information Systems or related discipline, or equivalent relevant experience ITIL Foundations Course and/or Certification- Must possess within 6 months of hire Minimum of 5 years' professional or technical experience in IT with a strong background in all aspects of customer service Minimum of 2 years' current management experience is preferred, relevant experience that demonstrates proficiency in leadership techniques and management of resources will be considered Hands-on experience with a wide variety of computer software, hardware, and peripherals, including Microsoft365 Experience with computer security systems, password, and file protection protocols Basic networking knowledge to support desktop issues Must be team-oriented, possess a positive attitude, and work well with others Have a genuine passion for providing excellent customer service and a problem-solvingattitude Ability to lift up to 30 pounds
Salary Range:
$100K -- $150K
Minimum Qualification
Technical SupportEstimated Salary: $20 to $28 per hour based on qualifications.
Salary Range:
$100K -- $150K
Minimum Qualification
Technical SupportEstimated Salary: $20 to $28 per hour based on qualifications.
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