Roessel Joy

About the Role

We are seeking an experienced and motivated Helpdesk Manager to lead our technical support team at our IT consulting firm. In this role, you will oversee daily operations, drive service excellence, and ensure efficient resolution of technical issues. You’ll report directly to the CTO and play a key role in shaping our support strategy and team culture.

Key Responsibilities

Essential Functions:

• Lead and manage the Helpdesk team to ensure timely and effective support.
• Configure and support desktops, laptops, mobile devices, and virtual environments.
• Oversee application and security support at the desktop level.
• Develop and implement troubleshooting best practices.
• Conduct performance reviews and support staff development.
• Analyze technical failures and recommend improvements.
• Contribute strategic planning for technology upgrades and expansions.
• Maintain documentation of support activities and solutions.

Additional Functions:

• Promote a customer-focused culture across all support interactions.
• Collaborate with technical teams to ensure seamless service delivery.
• Assess and resolve complex technical issues.
• Perform other duties as assigned.

Qualifications

Required Experience:

• Proven background in help desk or IT support with a strong customer service focus.
• Solid understanding of computer management and troubleshooting.
• Familiarity with Windows, macOS, Linux, and Microsoft Office.
• Experience with LAN networking and help desk software.
• Excellent communication and organizational skills.
• Team leadership experience preferred.

Technical Knowledge:

• Microsoft 365, Exchange, Entra, Intune
• VMware / Virtual Desktop Infrastructure
• LAN network topology and protocols
• Active Directory and domain administration
• Windows and macOS operating systems
• JAMF/Apple Business Manager

Skills:

• Leadership and team management
• Technical writing and documentation
• Logical problem-solving and root cause analysis
• Clear communication with technical and non-technical audiences
• Prioritization and time management

Benefits

• Full-time employment with benefits
• Opportunity to lead a growing team in a dynamic IT consulting environment

Job Type: Full-time

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Job Type: Full-time

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person