IT Helpdesk Service Manager and Technical Support

Job Title: IT Helpdesk Service Manager and Technical Support
Availability:
• Must be available Monday to Friday, 9 am to 5 pm Eastern Standard Time
Language Skills:
• Must speak perfect English and be able to write effective emails
Experience:
• Must have at least 3 years of experience as a managed service provider (MSP) service desk manager and 5 years of experience administering and maintaining Microsoft Windows networks and PC/Mac computers, Microsoft cloud
Job Description: We are a growing cybersecurity and managed IT service provider (MSP) looking for a dedicated IT Helpdesk Service Manager to lead our small team of technical support staff. This role involves managing the service desk team and providing everyday end-user technical support, including remote computer support and troubleshooting on Microsoft Windows and Apple Mac platforms, Office 365 applications, Google Workspace, and other cloud solutions such as RingCentral and Zoho. The objective is to troubleshoot problems and resolve issues with appropriate action.
Main Job Tasks and Responsibilities:
• Manage a small team to ensure that SLAs are met
• Create SOPs and knowledge base articles
• Respond to client email and phone requests for technical support and assistance
• Diagnose and resolve technical hardware and/or software issues
• Research questions using available information resources
• Troubleshoot issues and/or advise users on appropriate action
• Log all help desk interactions in ConnectWise ticketing system
• Document all system information in ConnectWise IT Boost
• Assign and/or redirect escalation tickets to the correct resource
• Inform management of recurring problems
• Stay current with documentation - system information, changes, and updates
Experience and Skills:
• Proven leadership skills
• Experience training new service desk staff
• Mentoring, supervising, and supporting the team
• Resolving customer complaints
• Suggesting recommendations for service process improvements
• Troubleshooting and maintenance experience with Microsoft Windows server, Windows and Apple Mac desktop OS, and Office software
• Knowledge and experience with Microsoft Active Directory and Group Policy management
• Strong understanding of TCP/IP networks and troubleshooting
• Experience setting up and deploying Microsoft Cloud Exchange
• Experience setting up and transitioning users to Microsoft Office 365
• Setup and management of Asio SaaS cloud-to-cloud data backups
• Setup and troubleshooting VPN connections on Sophos, Ubiquity, Cisco, and other routers
• Remote support experience with Lenovo, HP, and Dell computer hardware and printers
• Level one troubleshooting for RingCentral and Zoho
• Knowledge and experience of customer service practices
• Related experience and training in troubleshooting and providing help desk support
Key Competencies:
• Excellent English oral and written communication skills
• Well-versed in Microsoft software such as Windows, Office, Exchange, Office 365
• Well-versed in Google Workspace
• Customer service orientation
• Problem analysis
• Problem-solving
• Adaptability
• Team interaction
• Planning and organizing
• Attention to detail
• Stress tolerance
Additional Responsibilities:
• Provide helpdesk support and resolve problems to the end user’s satisfaction
• Monitor and respond quickly and effectively to requests received via phone and ticketing system
• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
• Modify configurations, utilities, software default settings, etc., for the local workstation
• Utilize and maintain ConnectWise helpdesk tracking software
• Document internal procedures in IT Boost
• Onboarding of new users and customers
• Install, test, and configure new workstations, peripheral equipment, and software
• Maintain inventory of all equipment, software, and software licenses
• Provision PC setup and deployment for new employees using standard hardware, images, and software
Education and Experience Requirements:
• Post-secondary diploma or equivalent
• 3 years of service manager experience and 5 years of relevant technical experience
Company Culture: We are committed to fostering a collaborative and inclusive work environment where every tea ---------- mber is valued and has the opportunity to grow. Our mission is to provide top-notch cybersecurity and managed IT services to our clients, ensuring their digital assets are secure and their operations run smoothly.
Growth Opportunities: We offer numerous opportunities for career growth and professional development. As our company continues to expand, we are dedicated to supporting our employees in their career advancement and skill enhancement.
We look forward to welcoming a new tea ---------- mber who is passionate about IT support and eager to contribute to our company's success.