Job Description

Title: Help Desk ManagerDepartment: Information Systems

Summary

The Help Desk Manager role is to oversee the Boston Help Desk operations and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of all Help Desk functions. This is a hands-on role, where you will be responsible for all help desk related tasks and will have exposure to infrastructure management and internal information security. An “IT Generalist” mentality is required. Part of this role may initially include some facilities responsibilities, while we grow our presence in the building and hire more people in this area, we are therefore looking for a team player who is willing to help out wherever needed.

Key Responsibilities

• Oversee 100% of the requests, incidents and problems. This will involve acting as an additional helpdesk support analyst where required.
• Establish and enforce helpdesk service levels agreements in consultation with end users to establish problem resolution expectations and timeframes.
• Evaluate and select an appropriate Help Desk management system, focused on ticket and asset management.
• Manages and coordinates urgent and complicated support issues.
• Determine root cause of issues and communicate appropriately.
• Provide data and reporting of KPI’s and trends to IT department.
• Oversee Solutions repository and ensure top quality solutions are available to the staff.
• Advise management on situations that may require additional client support or escalation.
• Implement best practices for laptop procurement, system design and imaging
• User account management on all relevant Enterprise systems and services
• Maintain the integrity, performance and security of all computers

Experience & Qualifications

• Team-oriented with strong staff leadership and motivating experience
• Excellent planning, organizational, problem solving, and decision making skills
• Exposure to VOIP telephony environments
• Excellent interpersonal, written and verbal communication skills, with the ability to communicate technical guidance and instruction to all stakeholders and staff members
• Proficiency in Microsoft Windows 7/10, MAC OS X, MS Office, Google Apps, iOS, Android, Laptop Hardware, Wireless, Printing, VPN, Anti-virus and Disk Encryption.
• Experience with Windows and Unix Server environments, LAN/WAN networking technologies, Hypervisor infrastructure, and systems backup and recovery is a plus.