Help Desk Manager
Primary Talent Partners
Deerfield Beach, FL
Job description
Primary Talent Partners has a new direct hire opportunity for a Help Desk Manager to join a great client of ours in Deerfield Beach, Florida.
Compensation:
Base salary ranges from $80,000 to $100,000 depending on experience, plus bonus eligibility based on company performance.
Position Overview
We are seeking a hands-on Help Desk Manager to own day to day IT support operations across our client's organization. This role brings frontline IT accountability in-house while continuing to partner with a Managed Services Provider for backend infrastructure and specialized services.
This is a working role. The Help Desk Manager will operate as a one-person IT lead responsible for internal support, device management, coordination with MSP partners, and ensuring stable technology operations across multiple offices and field locations.
Based within the Finance Department, this role works integrally across Finance, Operations, Project Management, and Field Teams, fostering collaboration and supporting the organization’s financial and operational success
Required Qualifications
Experience
Core Responsibilities
End User Support and Issue Resolution
Primary Talent Partners is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or any other factor protected by applicable federal, state, or local laws.
If you are a person with a disability needing assistance with the application or at any point in the hiring process, please contact us at [email protected]
#PTPJobs
#LI-PTP
Compensation:
Base salary ranges from $80,000 to $100,000 depending on experience, plus bonus eligibility based on company performance.
Position Overview
We are seeking a hands-on Help Desk Manager to own day to day IT support operations across our client's organization. This role brings frontline IT accountability in-house while continuing to partner with a Managed Services Provider for backend infrastructure and specialized services.
This is a working role. The Help Desk Manager will operate as a one-person IT lead responsible for internal support, device management, coordination with MSP partners, and ensuring stable technology operations across multiple offices and field locations.
Based within the Finance Department, this role works integrally across Finance, Operations, Project Management, and Field Teams, fostering collaboration and supporting the organization’s financial and operational success
Required Qualifications
Experience
- 3 to 5 years of hands-on experience as a Help Desk Technician, IT Support Specialist, or similar end user support role.
- Proven experience providing remote desktop support and onsite troubleshooting in a multiuser environment.
- Demonstrated experience reimaging, configuring, and deploying Windows laptops and desktops at scale.
- Experience supporting mobile devices including iPhone and Android, including activation, troubleshooting, and lifecycle management.
- Experience working alongside a Managed Services Provider preferred.
- Experience supporting multi-site or field-based operations such as construction, engineering, manufacturing, or similar industries preferred.
- Strong working knowledge of Microsoft 365 including user provisioning, licensing, password management, and email troubleshooting.
- Comfortable performing basic network troubleshooting and coordinating escalations with an MSP.
- Experience supporting printers, copiers, phones, security cameras, and alarm systems across multiple locations.
- Organized and disciplined in documenting issues, maintaining device inventories, and following repeatable support processes.
- CompTIA A+ certification preferred.
- Microsoft 365 Certified Fundamentals or Modern Desktop Administrator certification preferred.
- Certifications are considered a plus. Demonstrated hands on experience and practical troubleshooting ability are most important.
Core Responsibilities
End User Support and Issue Resolution
- Serve as the primary point of contact for all internal IT support across offices and field locations.
- Provide hands-on remote and onsite desktop support for approximately 250 plus users.
- Troubleshoot hardware, software, connectivity, and access issues.
- Support Microsoft 365 users including account setup, password resets, email issues, and licensing.
- Reimage, configure, deploy, and maintain laptops and desktops.
- Provide remote desktop support for field personnel and traveling staff.
- Track, prioritize, and resolve support tickets in coordination with the MSP.
- Maintain full lifecycle ownership of all company devices including mobile phones, tablets, laptops, desktops, desktop phones, copiers, printers, security cameras, and alarm systems.
- Manage mobile devices across multiple locations.
- Manage device inventory, replacements, warranty claims, and upgrades.
- Coordinate cellular plans, activations, and connectivity troubleshooting.
- Implement and manage a centralized help desk ticketing system with a user facing self-service portal.
- Ensure all technical issues are submitted and tracked through the system to create transparency, accountability, and measurable service levels.
- Establish ticket categorization, prioritization, and escalation procedures.
- Track and report on key performance metrics including response time, resolution time, ticket volume trends, and recurring issues.
- Develop and maintain a knowledge base within the portal to reduce repetitive support requests and empower users with self-service resources.
- Provide regular reporting to leadership on support performance, trends, and improvement opportunities.
- Serve as the primary internal liaison to the Managed Services Provider.
- Escalate infrastructure, firewall, server, and advanced security issues to the MSP.
- Ensure the MSP meets service levels and responds appropriately to critical issues.
- Coordinate with internet providers and other technology vendors as needed.
- Support connectivity at multiple offices and job sites.
- Assist with basic network troubleshooting in coordination with the MSP.
- Support copier systems, badge access, alarm systems, and security cameras.
- Assist with IT setup for new offices, trailers, or job sites.
- Provision new user accounts, devices, and system access.
- Ensure proper equipment set up for new hires.
- Coordinate secure offboarding, device collection, and access removal.
- Maintain accurate documentation of devices, vendor contacts, system configurations, and support procedures.
- Create repeatable processes for equipment setup, replacements, and issue escalation.
- Provide clear updates to leadership on recurring issues, risks, and improvement needs.
- Reduced downtime for field and office users.
- Reliable management of all company devices and mobile assets.
- Strong coordination and accountability with the Managed Services Provider.
- Improved response time and user satisfaction.
- Clear visibility for leadership into IT operations and support performance.
Primary Talent Partners is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or any other factor protected by applicable federal, state, or local laws.
If you are a person with a disability needing assistance with the application or at any point in the hiring process, please contact us at [email protected]
#PTPJobs
#LI-PTP