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We are looking for a Help Desk Manager to lead IT support operations for traveling role to sites around the US. This is a Contract to permanent position that involves managing a team, ensuring seamless IT infrastructure across multiple sites, and delivering excellent service desk performance. The ideal candidate will have a strong technical background paired with leadership experience.
Job Responsibility:
Oversee the daily operations of the IT help desk, ensuring timely resolution of service tickets and high-quality support
Manage and mentor a team of 12 direct reports, fostering growth and collaboration with attention to detail
Travel to various company locations to assess and improve IT infrastructure, including switches, routers, and wireless access points
Establish and maintain a Center of Excellence to streamline IT services and best practices
Implement and manage systems such as Active Directory and ITSM tools to optimize workflows
Monitor and enhance network performance across sites, addressing connectivity issues proactively
Coordinate the setup and maintenance of wireless access points, routers, and other networking equipment
Develop and enforce policies that ensure consistent and efficient deskside support
Collaborate with stakeholders to identify and address IT needs across the organization
Ensure compliance with company standards and industry best practices for IT operations
Requirements:
Minimum of 3 years of experience in IT support or service desk management
Proficiency in Active Directory and ITSM tools
Strong knowledge of networking equipment, including switches, routers, and wireless access points
Demonstrated ability to manage service desk operations and resolve tickets efficiently
Experience providing deskside support and troubleshooting technical issues
Ability to travel to multiple sites as required to oversee IT infrastructure
Proven leadership skills with experience managing a team
Excellent communication and problem-solving abilities
What we offer:
medical, vision, dental, and life and disability insurance