IT Help Desk Manager

Job Description

The IT Helpdesk Manager is responsible for providing leadership for the IT helpdesk staff and operations. This individual is also responsible for IT customer satisfaction and desktop productivity of all PDC employees. They are the visionary leader responsible for ensuring that the IT Helpdesk organization is providing a consistent level of exceptional service.

Please note, 100% remote work is permitted.

Essential Job Functions:

• Responsible for assuring users are provided efficient and timely first and second level support on a 24x7 basis
• Manages the Help Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities
• Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems
• Invokes problem escalation procedures to coordinate recovery
• Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found
• Ensures that decisions made to improve the overall customer support of the Help Desk are continually carried through
• Coordinates training requirements of Help Desk personnel
• Contributes to departmental productivity and development objectives by participating in training programs
• Provides leadership by projecting a positive attitude, and providing learning incentives
• Solves problems and makes decisions on a daily basis relative to Help Desk responsibilities.
• Ensures that effective Help Desk representation takes place for the coordination of work processes and projects with other departments and divisions
• Management skills are required to successfully perform the planning, directing, reporting and administrative responsibilities of this position
• Demonstrated management and decision-making skills concerning Information
  
  

Requirements:

• 10+ years of IT experience is required.
• 3+ years of management experience is required.
• Experience in managing and coaching system administrators and support analysts is required.
• Experience with help desk software preferred.
• Expertise in Microsoft Office, Microsoft Active directory, and operations management tools is preferred.
• Must have demonstrated ability to organize and manage distributed systems.
  
  

Company Description

We here at PDC Technologies would describe our company culture as:

• Detail oriented -- quality and precision focused
• Outcome oriented -- results focused with strong performance culture
• Stable -- traditional, stable, strong processes
• Team oriented -- cooperative and collaborative
  
  

We here at PDC Technologies would describe our company culture as: - Detail oriented -- quality and precision focused - Outcome oriented -- results focused with strong performance culture - Stable -- traditional, stable, strong processes - Team oriented -- cooperative and collaborative