Help Desk Manager (Hybrid DFW, TX)

TITLE: Help Desk Lead (Hybrid – DFW, TX)

Direct Hire Opportunity

No Sponsorship

Hybrid - Onsite first 3 months in Irving, then 3 days in office, 2 days remote.

Are you a motivated Help Desk Lead who is looking to join a small but mighty support team? Our client is seeking a sharp, go-getter type that is willing to share their technical knowledge with the team and offer growth and process improvement ideas.

Requirements:

3-4 years of overall Desktop Support experience

1 year of leadership experience

Experience supporting using these systems in our client's current environment: Active Directory, DNS, VSphere, 3cx VoIP and Poly Telepresence, Cisco Meraki, VEEAM, Kandji, Atera, Ticketing System Administration (some substitutions for similar products)

Expertise in troubleshooting networking issues, storage, server, cabling, Mac OS and Windows systems along with specific client applications

Identify process and procedures to develop more efficient overall processes

Sets goals and expectations for all daily tasks and projects for the team

Documents system changes through change management, team process and procedures, and system diagrams

Strong attention to detail, along with organizational and time management skills are a must for your success

Responsibilities:

Responsible for the continuous improvement of the day to day responsibilities of the Service Desk, including infrastructure, phone, and desktop support

Responsible for insuring outstanding service delivery to the overall success of the organization

Responsible for building and maintaining an environment of service excellence with a passionate focus on customer advocacy and customer satisfaction

Monitor, mentor, coach and assist team members to deliver quality support

Develop a dashboard that summarizes the performance and status of IT infrastructure operations and develop procedures that outline how reduce incidents though KPIs, requests, and problems identified, assigned, and managed in the ITSM

Assists in establishing performance metrics and measurement and reporting of established metrics

Provide hardware and software technical assistance for support requests related to company computer systems and peripherals

Support global offices during their off-hours

Diagnose, troubleshoot, and resolve/escalate issues reported to the help desk

Monitor, manage, and document all actions and solutions into ticketing system

Responds to requests via email, in person, or over the phone using remote assistance tools

Follow up on outstanding requests and ensure timely resolution

Maintain inventory of company computer equipment and peripherals and supplies

Comprehensive Benefit Package provided