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. This role will report to the Manager of IT Operations.

Key Responsibilities

• Lead and Manage a team of IT technicians providing deskside and remote support services to an internal userbase.
• Partner with stakeholders to maintain and improve efficient operation across all business functions at Toast.
• Oversee the completion 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.
• 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.
• User account management on all relevant Enterprise systems and services
• Assist the IT organization to 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
• Excellent interpersonal, written and verbal communication skills, with the ability to communicate technical guidance and instruction to all stakeholders and staff members
• Strong understanding of IT management tools, key metrics, and best practices.
• Proficiency in Microsoft Windows 7/10, MAC OS X, MS Office, Google Apps, iOS, Android, Laptop Hardware, Wireless,
• Printing, VPN, VOIP, Anti-virus, and Disk Encryption technologies.
• Experience with Windows and Unix Server environments, LAN/WAN networking technologies, Hypervisor infrastructure, and systems backup and recovery is a plus.
• ITIL Certification and experience is a plus.