IT Help Desk Manager

We are looking for an experienced help desk manager to oversee our desktop support team in providing exemplary technical support to our employees. You will be responsible for training, supporting, and leading your team. You will also be required to manage ticket escalation and resolve any technical issues. As a Help desk manager, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position. As we are a high growth company, each Xometry employee is expected to work hard to contribute to the success of the organization and maintain the highest standards of conduct when acting in any capacity related to their employment with Xometry.   This position sits in the Internal IT department, which provides support for over 900 staff in multiple locations within the USA and Europe, and reports to the Senior Director, Technical Operations.   The successful candidate will be a team player, success driven, and have a positive attitude. Responsibilities (Other duties may be assigned): ●      Manage the help desk team and evaluate performance ●      Ensure customer service is timely and accurate on a daily basis ●      Recruit, train, and mentor help desk team members ●      Set specific customer service standards (Ex. SLAs and Procedures) ●      Contribute improving customer support by actively responding to escalations and concerns ●      Establish best practices through the entire technical support process, including creating and maintaining employee facing documentation ●      Follow up with customers to identify areas of improvement and satisfaction ●      Generate daily, weekly, and monthly reports on help desk team’s productivity ●      Handle employee onboarding and off-boarding ●      Maintain IT equipment across our offices (Equipment, Hotel Desks, Audio Video, etc.) Required Knowledge and Experience: ●      Proven work experience as a Help Desk Manager, including administering a service desk/ticketing system ●      Demonstrated ability to lead and mentor team members ●      Hands on experience with endpoint management software including remote access ●      Experience with O365 and Google Workspace ●      Experience with Windows AD and Windows PowerShell ●      Ability to research and troubleshoot a wide variety of IT related issues, while providing timely resolution. ●      Attention to detail a must Xometry is the source for on-demand manufacturing, offering massive capacity, instant online quotes, fast lead times, and affordable pricing. Our global network of over 5,000 manufacturing facilities enables us to maintain consistently fast lead times while offering a broad array of capabilities includes CNC machining, injection molding, sheet metal fabrication, urethane casting, and a industry-leading 3D printing service. We have a diverse customer base, ranging from startups to Fortune 100 companies and can make anything from a single prototype to millions of parts.  If this job isn’t for you but you have a friend who may be a perfect fit - share this job with them! Xometry is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. Xometry participates in E-Verify and after a job offer is accepted, will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.