Teamworks

About the Position

We are seeking a highly skilled and motivated Help Desk Manager to lead our IT support team in our Georgetown, TX office. This is an onsite, fully in-office position. The ideal candidate will have a strong technical background, excellent leadership abilities, and a passion for delivering exceptional customer service. Our Help Desk supports the entire Company of approximately 300 employees, spanning over 40 locations across Texas and Oklahoma. The Help Desk manager acts as a Tier-2 technician and the day-to-day face of the Help Desk, supervising a team of local and remote Tier-1 technicians while acting as the link between the Help Desk, Tier 3 technicians, and IT management. This role is critical in ensuring the smooth operation of our Help Desk and providing top-notch support to our users. This position requires technical computer, hardware, and software aptitude.

What are the key responsibilities?:

• Manage a team of local and remote Help Desk technicians, including procedure training, continuous performance monitoring, and annual reviews.
• Handle escalations from tier 1 issues by resolving them or routing to tier 3 through proper channels.
• Ensure the Help Desk runs efficiently, including acceptable ticket progression and resolution times and preventative management of common issues.
• Manage and maintain the Help Desk ticketing application and queues, including categorization, updates, and statistics reporting.
• Manage and delegate documentation of procedures and best practices.
• Communicate with end-users, techs, and vendors in-person and via phone, e-mail, and Microsoft Teams.
• Monitor the Help Desk in an on-call capacity for after-hours emergencies.

Requirements and Proficiencies:

• Bachelor’s degree in computer science, information technology, or a related field preferred.
• 4 years equivalent Help Desk experience required.
• At least two years of experience as a Help Desk Manager or equivalent management experience preferred.
• Experience with Help Desk ticketing software and Endpoint Management software required. Patching/update management preferred.
• Practical knowledge of desktop/laptop computers, printers, phones/tablets required.
• Knowledge of Zebra handheld computers and printers preferred.
• Windows/MacOS/iOS experience required.
• Microsoft Office Suite proficiency required. M365/Azure/Entra experience preferred.
• Any internet security experience, including Multi-Factor Authentication and social engineering awareness preferred.
• Ability to analyze issues and troubleshoot effectively with multiple variables and potential resolutions.
• Ability to work under pressure and with deadlines and potentially impatient end-users.
• Ability to communicate technical concepts in understandable terms to non-technical users.

Physical Requirements:

• Must be able to remain in a stationary position 90% of the time.
• Needs to occasionally move about inside the office to access office machinery, employee desks, etc.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• The person in this position frequently communicates with both internal employees and external vendors and must be able to exchange accurate information in these situations.
• Must be able to view computer and phone screens for more than 90% of job.

The statements contained herein describe the scope of the responsibility and essential functions of this position but should not be considered to be an all-inclusive listing of work requirements. Individuals may perform other duties as assigned including work in other areas to cover absences or provide relief during peak periods.