100% onsite in Kalamazoo, MI.
Must be local or relocate prior to start.
Job Summary
The IT Helpdesk Manager will oversee and manage a team of 4 IT Helpdesk Technicians and eleven other technical resources across multiple US offices. The role involves ensuring efficient IT support, implementing best practices, managing projects, and maintaining a high level of performance within the team. This position requires strong leadership, technical expertise, and excellent communication skills.
Supervisory Responsibilities
- Hires and trains IT employees.
- Schedules, organizes, and assigns projects to and on-call rotations.
- Conducts timely and constructive performance evaluations.
- Handles employee discipline and terminations in accordance with company policy.
- Travel to locations with other direct reports as needed; 2-3 days a month max.
Key Responsibilities
- Manage and lead a team of IT helpdesk technicians, providing guidance, coaching, and support to ensure high performance and productivity.
- Develop and implement onboarding and offboarding processes, ensuring smooth transitions for new hires and departures, including provisioning and deprovisioning of accounts, hardware, and software.
- Oversee access management processes, including user account creation, permissions management, and access reviews, to ensure compliance with security policies and regulatory requirements.
- Monitor network services and infrastructure, proactively identifying and resolving issues to minimize downtime and optimize performance.
- Implement and maintain an asset management system, ensuring accurate tracking and inventory of IT assets, including hardware, software licenses, and peripherals.
- Prioritize and assign helpdesk tickets, ensuring timely resolution of technical issues and adherence to service level agreements (SLAs).
- Monitor helpdesk performance metrics, analyze trends, and implement strategies for continuous improvement.
- Act as a point of escalation for complex technical issues, providing hands-on support and guidance to resolve critical incidents.
- Collaborate with other IT teams and departments to facilitate cross-functional projects and initiatives.
- Identify training needs and opportunities for skill development within the helpdesk team, organizing training sessions and workshops as needed.
- Stay informed about industry best practices, emerging technologies, and trends in IT support to ensure the helpdesk remains up-to-date and efficient.
Required Qualifications
- Proven experience (3 years) in a helpdesk management role, preferably in a fast-paced healthcare environment.
- Strong technical background with expertise in troubleshooting hardware, software, and network issues, including Microsoft 365 and Microsoft InTune.
- Excellent leadership and communication skills, with the ability to motivate and inspire team members.
- Solid understanding of ITIL framework and helpdesk best practices.
- Experience with helpdesk ticketing systems (e.g., ServiceNow, Freshservice) and remote support tools.
- Ability to work under pressure and handle multiple priorities effectively.
Education & Certifications
- IT certifications (e.g., ITIL, CompTIA A+, Microsoft Certified Professional) are a plus.
- Preferred Bachelor's degree in Information Technology, Computer Science, or a related field.
Other Requirements
- Valid Driver’s License
- Background Check
- Physical that will include a drug screen and TB test
