Datamatics - IT Helpdesk Manager - Ticketing System
3 weeks ago
Job Description :
Essential Functions :
- Provide management, direction, and leadership for the helpdesk team.
- Support all employee on & off Boarding activities including configuring, equipment, installing software, setting up email/telephones, VPN accounts and other services, setting up accounts and access rights based on role, providing employees office access.
- Coach and develop team members to maintain exceptional levels of service to employees.
- Advise and mentor staff to meet established goals, provide technical guidance, and guide career development.
- Perform staff 1-1s, annual performance evaluations and recommendations for staff quarterly bonuses based on goals and performance.
- Provide support and troubleshooting to local and remote staff for all aspects of IT.
- Working with other operations staff (systems administrators, network engineers, DBAs) when necessary to insure staff have the equipment, software, and access to perform their jobs productively.
- Develop, implement, maintain standards documents, policies, and runbooks for helpdesk operations.
- Identifies diagnoses and resolves issues for users of the internal systems and applications, personal computer software and hardware, local network, the Internet, and new computer technology in a call center environment; communicates solutions to end-users.
- Maintains asset and software inventory. Works with Operations management and Finance to acquire new assets based on approved budgets and approved needs.
- Obtains quotes and places orders with vendors/providers to acquire equipment and software in support of staff and Operations needs for data center equipment.
- Develop a detailed project plan and provide regular status updates on projects.
- Set and track helpdesk team KPIs and report to operation management team.
Essential Requirements :
- Experience with managing and administering Windows 10, Active Directory, Microsoft Office, and O365.
- 2+ years of management experience in organizing, planning, and executing large-scale projects from conception through implementation.
- A track record as a coach, mentor, and developer of talent.
- Strong interpersonal skills with a focus on customer service.
- Ability to drive to big picture goals and milestones while maintaining a strong attention to detail.
- Self-motivated and excellent time management and organizational skills.
- Experience with JAMF to manage and administer Apple devices.
- Experience working with SSO and SAML.
- Working knowledge of VMware Linux Workstation and Mac.
- Ability to solve problems quickly and automate processes.
- Experienced supporting major PC components i.e. desktops, laptops, printers, tablet, monitors.
- Experienced working with the JIRA ticketing system.
- Solid understanding of networking, video conferencing, and AV system.
- Good communication and presentation skills
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