AllSafe IT
IT Help Desk Manager with MSP Experience
AllSafe IT, Pasadena, California, United States, 91122
IT Help Desk Manager
Department:
Service Desk
Reports to:
Director of Technical Operations
General Summary:
The IT Help Desk Manager is responsible for leading and managing the technical aspects and team dynamics of the IT Help Desk. This role requires a combination of technical expertise, particularly in Azure environments, and leadership skills, with a focus on managing teams and developing standard operating procedures (SOPs). Reporting to the Director of Technical Operations, the Help Desk Manager will refine company best practices with an emphasis on Azure technologies and process optimization.
This position demands a high degree of autonomy, exceptional client service skills, and strong organizational abilities for effective multitasking. Accurate and timely tracking of client work, service calls, and related documentation, including timesheets, is essential.
Position Responsibilities:
Lead and manage the service delivery team’s daily activities, emphasizing technical guidance and team dynamics.
Drive the dispatch process of service requests with a focus on technical complexities and team efficiency.
Interface with technical personnel for unresolved client issues, focusing on Azure-based solutions.
Ensure continuity of computer services by providing necessary Azure-centric technical leadership.
Investigate and resolve complex technical problems, applying Azure knowledge and experience.
Develop, write, and maintain SOPs for the help desk team, enhancing operational efficiency and standardization.
Manage and optimize remote monitoring and management systems, focusing on Azure environments.
Oversee service scheduling, escalation processes, and client satisfaction, ensuring adherence to agreed SLAs.
Play an active role in the daily management of all service calls, prioritizing Azure-related issues.
Administer and manage Remote Monitoring and Professional Services Automation Tools (e.g., ConnectWise).
Ensure adherence to systems, processes, and methodologies as per company guidelines and Azure best practices.
Regularly report to Senior Management and clients, providing insights and strategies for Azure-related trends.
Mentor and develop technical support engineers with a focus on Azure skills and career growth.
Build client relationships and participate in client meetings with a focus on Azure solutions (Pre & Post Sales).
Credentials and Experience:
Bachelors or Associates degree in IT or Computer Science-related field
Minimum 5 years related experience OR Equivalent combination of education and experience.
Management training or relevant experience
Experience with help desk ticketing systems, such as ConnectWise
Job Type:
Full-time
Pay:
$110,000.00 - $130,000.00 per year
Benefits:
401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance
Schedule:
Day shift
Monday to Friday
On call
Application Question:
How many years of MSP experience do you have?
Ability to Commute:
Pasadena, CA (Required)
Work Location:
In person
#J-18808-Ljbffr
Department:
Service Desk
Reports to:
Director of Technical Operations
General Summary:
The IT Help Desk Manager is responsible for leading and managing the technical aspects and team dynamics of the IT Help Desk. This role requires a combination of technical expertise, particularly in Azure environments, and leadership skills, with a focus on managing teams and developing standard operating procedures (SOPs). Reporting to the Director of Technical Operations, the Help Desk Manager will refine company best practices with an emphasis on Azure technologies and process optimization.
This position demands a high degree of autonomy, exceptional client service skills, and strong organizational abilities for effective multitasking. Accurate and timely tracking of client work, service calls, and related documentation, including timesheets, is essential.
Position Responsibilities:
Lead and manage the service delivery team’s daily activities, emphasizing technical guidance and team dynamics.
Drive the dispatch process of service requests with a focus on technical complexities and team efficiency.
Interface with technical personnel for unresolved client issues, focusing on Azure-based solutions.
Ensure continuity of computer services by providing necessary Azure-centric technical leadership.
Investigate and resolve complex technical problems, applying Azure knowledge and experience.
Develop, write, and maintain SOPs for the help desk team, enhancing operational efficiency and standardization.
Manage and optimize remote monitoring and management systems, focusing on Azure environments.
Oversee service scheduling, escalation processes, and client satisfaction, ensuring adherence to agreed SLAs.
Play an active role in the daily management of all service calls, prioritizing Azure-related issues.
Administer and manage Remote Monitoring and Professional Services Automation Tools (e.g., ConnectWise).
Ensure adherence to systems, processes, and methodologies as per company guidelines and Azure best practices.
Regularly report to Senior Management and clients, providing insights and strategies for Azure-related trends.
Mentor and develop technical support engineers with a focus on Azure skills and career growth.
Build client relationships and participate in client meetings with a focus on Azure solutions (Pre & Post Sales).
Credentials and Experience:
Bachelors or Associates degree in IT or Computer Science-related field
Minimum 5 years related experience OR Equivalent combination of education and experience.
Management training or relevant experience
Experience with help desk ticketing systems, such as ConnectWise
Job Type:
Full-time
Pay:
$110,000.00 - $130,000.00 per year
Benefits:
401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance
Schedule:
Day shift
Monday to Friday
On call
Application Question:
How many years of MSP experience do you have?
Ability to Commute:
Pasadena, CA (Required)
Work Location:
In person
#J-18808-Ljbffr