IT Helpdesk Manager

Helix Electric was founded in 1985 and is now one of the nation’s largest and most successful electrical contracting companies. Our commitment to empowering people and powering projects is realized by our exceptional team of dedicated and highly skilled experts working together and never settling for good enough. We are proud of the team-oriented and employee-empowered business approach that defines our unique character.

Our IT Service Desk Manager will have the responsibility of the day-to-day operations for the IT Support/Helpdesk team, including all software and hardware support.

DUTIES & RESPONSIBILITIES:

• Overseeing all hardware/endpoint specifications and purchasing of equipment.
• Asset management tracking, MDM/BYOD requests, and software install/configuration requests.
• Takes a lead role in the creation of automated software install packages, overseeing the automation of endpoint patching, and the documentation of these systems.
• Assist in the creation of end user training content.
• Liaison between the IT Support team and the Systems/Networking engineering team.
• Provides support to all employees over the phone, face-to-face, or electronically.
• Manage and prioritize an active ticket queue between 700 to 900 requests per month.
• Oversee and manage the daily activities of a team of eight technicians/interns
• Promote IT Training programs
• Identify, research, and resolve technical problems, configuration issues.
• Provide technical support for desktop/laptop hardware & software related issues to end users.
• Respond to telephone calls, instant messages, email, and personnel requests for technical support in a Helpdesk setting
• Install and configure workstations, laptops, printers & mobile devices, based on company needs and requirements.
• Create and maintain installation images for all endpoint using Microsoft Intune.
• Create and maintain install packages for software applications on a self-service portal for end users.
• Oversee and maintain all hardware & software, vendor recommended security patches or firmware updates, ensuring that these are installed and up to date monthly.
• Track and maintain an accurate asset database for all IT related equipment and software, including license tracking and auditing.
• Create and maintain documentation of all systems, assets, and software
• Perform a regular audit on service desk requests looking for areas of improvement.
• Report monthly status and KPI’s
• Perform other duties or special projects as requested related to area of responsibility.

QUALIFICATIONS:

• Minimum 5 years’ experience leading a fast-paced IT Support Desk team.
• 3-5 years’ experience supporting a Microsoft Azure/Office 365, AD Federated environment
• Advanced knowledge of Microsoft Windows 10/11 and Microsoft Office 365 scripting automation (Visual Basic, PowerShell, KiXtart, etc.).
• Advanced knowledge of LAN/WAN technologies, Active Directory, TCP/IP, DHCP, DNS, GPO
• Advanced knowledge of imaging systems (Desktop Central, Intune)
• Advanced knowledge of Mobile Device Management (MDM) systems for corporate and BYOD plans (MaaS360, Meraki)
• General understanding of ShoreTel phone systems
• General Understanding of Anti-Virus/Anti-Malware software
• Ability to support mobile devices in a corporate DEP/MDM solution (iPad, iPhone, Android)
• Works independently, set priorities, meet goals and deadlines.
• Must have exceptional communication skills, ability to convey technical concepts in a clear, concise manner.
• Must have a strong work ethic, organizational skills, the desire to learn and not afraid to ask questions.
• CompTIA A /N Strongly preferred
• Microsoft Certification a plus (MTS, MOS, MCSE) ITIL