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HelpDesk Manager

Location: 
Boston
Date Posted: 
07/15/2021
Employment Type: 
Direct Hire
Job ID: 
11606
Description: 

ROLE AND RESPONSIBILITIES:

  • Manage HelpDesk team
    • Daily standups to review workload
    • Bi-Annual reviews of HelpDesk Associates
    • Document all support incidents
    • Close tickets once issues have been resolved
    • On-boarding and Off-boarding task, including all application accounts, email, phone setup, and training
    • Provide senior day-to-day helpdesk support backing up helpdesk staff.
    • Identifying, researching, and resolving technical issues.
    • Manage ticket escalation process for unresolved issues
    • Follow-up and update customer on incident status on a timely basis
  • Manage Helpdesk SpiceWorks Ticketing system
  • Manage HelpDesk reporting
    • Weekly report out from Spiceworks of Help Desk statistics
    • SCCM reporting for Patched and unpatched systems.
  • Manage administration of Office365 platform including but not limited to Teams, Exchange, OneDrive, SharePoint, etc.
  • Support small number of Mac OS X machines
  • Manage existing and assist with development and documentation of IT policy and procedure
  • Manage and monitor internal assets to ensure accurate inventory records in our Asset Management System
  • Maintain conference room audio/visual system and related equipment
  • Provide accurate information on IT products or services
  • Identify and suggest possible improvements on procedures
  • Ability to learn new applications and procedures as they become part of the day to day associate work process

QUALIFICATIONS AND EDUCATION REQUIREMENTS:

  • 4 + years of IT Management
  • Strong communication skills
  • Ability to work in a fast paced, ever changing environment.
  • Strong PC software and troubleshooting skills
  • Experience working in O365, Windows 7-10 and Mac environment
  • Ability to communicate technical information, both verbal and written, to a wide range of end-users
  • Mac and PC hardware, Printers, scanners, computer peripherals
  • Ability to diagnose and resolve basic technical issues

PREFERRED SKILLS:

  • Microsoft O365 Suites
  • Windows 10, and Mac OS
  • Spiceworks Knowledge
  • SCCM
  • Excel
  • Word