OVERVIEW

RESPONSIBILITIES

• Manage and lead the IT helpdesk team across multiple sites, ensuring that IT support requests are responded to and resolved in a timely and effective manner. Ensure each site has adequate staffing to meet the demand.
• Develop and implement IT Helpdesk policies and procedures that align with the organization's objectives and goals and ensure compliance with our Security standards.
• Continuously improve the IT helpdesk's service quality by analyzing performance metrics, identifying areas for improvement, and implementing corrective measures to ensure we are delivering on our promises to the organization.
• Collaborate with other IT teams to ensure that IT systems and infrastructure are available and functioning properly to support the organization's operations.
• Ensure that IT helpdesk staff are trained, certified, and knowledgeable about the latest technologies and software applications for both Macs and PCs.
• Provide technical assistance and guidance to IT helpdesk staff as needed.
• Help develop customer self-service tools and options to enable our employees to help themselves.
• Communicate with stakeholders across the organization, including senior executives, to understand their IT support needs and expectations. Get to know our community and users so you can tailor your work and deliver the perfect experience.
• Keep up-to-date with emerging trends and technologies in IT support and recommend changes to policies and procedures to ensure continued effectiveness and efficiency.
• Help maintain an organized library of software and hardware assets and develop automated methods to do so.
• Generate ideas, inspire your teammates, give and receive feedback, and critique respectfully

QUALIFICATIONS

• Experience leading Help Desk team across multiple sites that have different objectives, and ensuring they align to best practices and are able to work collaboratively.
• Experience with service desk tools such as FreshService or ServiceNow, including developing reporting models and alert models.
• Strong familiarity with MDM tools such as JAMF and InTune
• Familiarity with IT service management frameworks such as ITIL and working within a department that adheres to them.
• Strong leadership skills and ability to motivate and manage a team of IT professionals.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical stakeholders.
• Knowledge of security and compliance best practices.
• Strong analytical and problem-solving skills.
• Ability to work under pressure and meet tight deadlines.
• Relevant industry certifications, such as CompTIA A+, CompTIA Network+, and ITIL Foundation, are a plus.

The base salary range for this position is $110,000-$130,000 per year which represents the current range for the base salary for this exempt position. Please note that actual salaries will vary based on factors including but not limited to location, experience, and performance. As such, on occasion and when applicable, there is the possibility that the final, agreed-upon base salary may be outside of the upper end of the range. Please also note the range listed is just one component of the company's total rewards package for exempt employees. Other rewards may include performance bonuses, long term incentives, a PTO policy, and many other progressive benefits.

Seniority Level: Mid-Senior Level

#LI-4

#LI-HW1