HSI Helpdesk Manager Job Description

Description:

HSI is excited about our continued growth and are seeking Helpdesk Manager who will play a key role in leading our technical support team to provide excellent customer service and resolve all technical issues. The Helpdesk Manager should have a strong technical background and excellent customer service skills. You will be responsible for delivering strategic projects, providing technical solutions, and working with the IT manager to support one of the entities that HSI has technical governance over. The ability to motivate staff and foster professional development will be a huge plus in this role.

The essential functions of the position include, but are not limited to the following:

Lead staff on analyzing and resolving client problems including challenging troubleshooting scenarios across a broad range of technical problems.Gathering and reporting operational metrics, accomplishments, and priorities for weekly meetings with IT Manager.Managing Helpdesk Support TeamManaging Hardware and Software InventoryEngaging warranty repairsIT Vendor ManagementManaging device life cycle requirementsAuditing software licenses for compliancePromote an environment fostering continuous improvement.Maintaining the integrity and security of hardware and softwareMaintaining current knowledge of relevant technologies as assigned

Education, Experience, and Certifications:

Associate’s or bachelor’s degree in computer science, IT, Engineering, Science or related field is a plus. 5 plus years of relative experience may be substituted for a degree. 3+ years of experience as a Helpdesk Manager or Systems Administrator Strong Project Management skillsProfessional certifications (HDI-DST, MCSA, CompTIA A+) are a plus.