What are the responsibilities and job description for the IT Helpdesk Manager position at Fluidigm?
Job Description
Would you like to join an innovative team creating technology to power groundbreaking insights in academic, clinical, pharma and biotech research?
Fluidigm Canada, a Health Care Tools Company, is looking for a Help Desk Manager to lead our on-site and remote support help desk team. This candidate is responsible for supervising a team of 6 to 8 Help Desk Technicians and providing leadership with troubleshooting issues and determining the best solution to fix problems. This role covers all offices throughout the US and Canada and will support offices in Eastern Time Zone and Pacific Time Zone. This role reports to the Head of Global IT.
Position Responsibilities:
- Hands on Tier 1 and 2 support to over 600 users both during business hours and after hours
- Work with internal Sys Admin and MSP to troubleshoot and resolve Tier 3 issues
- Daily supervision and training of help desk technicians on the team
- Provide white-glove support to end users while meeting department SLAs
- Assistance managing vendors with projects related to program and application upgrades
- Ability to translate technology to non-technical end-users
- Maintenance and dissemination of desktop hardware including peripherals and hardware driver installation, utilizing remote computing solutions and desktop support, if needed
- Identify and resolve basic to intermediate issues related to desktop hardware and software issues at all remote offices and via MS Teams to home office locations
- Ability to research and collaborate in resolving issues associated with software applications
- Manage ticket tracking software (e.g. Jira ServiceDesk, ServiceNow etc.) and provide period reports to management
- Other priorities and projects as assigned
Position Requirements:
- 5 years of IT Help Desk work experience
- 3 years of experience managing a team, developing and mentoring a team of IT helpdesk professionals.
- College degree in Computer Science, Engineering, or a related discipline or equivalent experience
- Experience working with and troubleshooting wireless network support
- Working knowledge of Active Directory, M365 and Azure Cloud environments
- Ethernet, cabling, hubs, network protocols, printers, monitors, and multimedia presentation technologies support
- Excellent communication skills, both verbal and written
- Ability to work in fast paced environment while paying close attention to detail
- Professional appearance and demeanor
Sounds good? Apply online with your resume!
The Company is committed to providing an inclusive and barrier free recruitment process to applicants with accessibility needs in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA). If you require an accommodation during this process, please inform The Company of your requirements. We are an equal opportunity employer.