Dolphin Ears Tours

Job Summary
We are seeking a dynamic and highly organized Service Desk Manager to lead our IT support team in delivering exceptional technical assistance across the organization. In this pivotal role, you will oversee the daily operations of the service desk, ensure prompt resolution of technical issues, and maintain high levels of customer satisfaction. Your expertise will drive efficient management of IT support processes, facilitate seamless communication between technical teams and end-users, and uphold the integrity of our IT infrastructure. If you thrive in a fast-paced environment and are passionate about empowering users through innovative support solutions, this opportunity is for you!

Duties

• Lead and supervise the service desk team to deliver top-tier technical support for hardware, software, and network issues.
• Manage incident escalation procedures using tools like ServiceNow and BMC Remedy to ensure timely resolution.
• Oversee troubleshooting of software problems across operating systems including Windows, macOS, and Linux, ensuring swift problem resolution.
• Coordinate computer management tasks such as software deployment, updates, and hardware configurations utilizing SCCM, GPO, and Active Directory.
• Maintain and optimize IT infrastructure components including LAN/WAN networks, DNS configurations, TCP/IP settings, VPNs, firewalls like Meraki, and network administration protocols.
• Support end-user devices such as desktops, laptops, mobile devices, and peripherals while ensuring security protocols are followed.
• Monitor help desk performance metrics to identify areas for improvement and implement training initiatives to enhance team capabilities.
• Collaborate with cross-functional teams on projects involving network administration, operating system upgrades, and security enhancements.
• Ensure compliance with IT policies related to computer hardware management, network security (including TCP/UDP protocols), and user access controls via Active Directory.
• Facilitate communication with users by providing clear guidance on technical issues while maintaining a positive customer service attitude.

Experience

• Proven experience in IT support roles with a focus on help desk or service desk management.
• Demonstrated ability to lead a technical support team effectively in a fast-paced environment.
• Extensive knowledge of troubleshooting software issues across multiple operating systems including Windows Server environments and macOS/Linux platforms.
• Strong understanding of computer networking concepts such as LAN/WAN configuration, DNS management, TCP/IP protocols, VPNs, firewalls (e.g., Meraki), and network security practices.
• Hands-on experience with IT management tools like SCCM for software deployment, GPO for policy enforcement, Active Directory for user management, and ServiceNow or Jira for ticketing workflows.
• Familiarity with hardware components including desktops, laptops, mobile devices, printers, and peripherals.
• Excellent analysis skills to diagnose complex technical problems quickly and accurately.
• Effective communication skills to interact with non-technical users while translating technical language into understandable guidance. Join us as a Service Desk Manager to lead our dedicated support team in delivering innovative solutions that keep our organization running smoothly!

Pay: $40.00 - $45.00 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k)
• Flexible schedule
• Health insurance
• Paid time off

Work Location: Remote