Élan Partners
Help Desk Manager (Hybrid - DFW, TX)
Élan Partners, Irving, Texas, United States, 75084
TITLE: Help Desk Lead/Manager (Hybrid - DFW, TX)Direct Hire OpportunityNo SponsorshipHybrid -
Onsite first 3 months in Irving, then 3 days in office, 2 days remote.
Are you a motivated Help Desk Lead/Manager who is looking to join a small but mighty support team? Our client is seeking a sharp, go-getter type that is willing to share their technical knowledge with the team and offer growth and process improvement ideas.
Requirements:3-4+ years of overall Desktop Support experience1+ year of leadership experienceExperience supporting using these systems in our client's current environment: Active Directory, DNS, VSphere, 3cx VoIP and Poly Telepresence, Cisco Meraki, VEEAM, Kandji, Atera, Ticketing System Administration (some substitutions for similar products)Expertise in troubleshooting networking issues, storage, server, cabling, Mac OS and Windows systems along with specific client applicationsIdentify process and procedures to develop more efficient overall processesSets goals and expectations for all daily tasks and projects for the teamDocuments system changes through change management, team process and procedures, and system diagramsStrong attention to detail, along with organizational and time management skills are a must for your successResponsibilities:
Responsible for the continuous improvement of the day to day responsibilities of the Service Desk, including infrastructure, phone, and desktop supportResponsible for insuring outstanding service delivery to the overall success of the organizationResponsible for building and maintaining an environment of service excellence with a passionate focus on customer advocacy and customer satisfactionMonitor, mentor, coach and assist team members to deliver quality supportDevelop a dashboard that summarizes the performance and status of IT infrastructure operations and develop procedures that outline how reduce incidents though KPIs, requests, and problems identified, assigned, and managed in the ITSMAssists in establishing performance metrics and measurement and reporting of established metricsProvide hardware and software technical assistance for support requests related to company computer systems and peripheralsSupport global offices during their off-hoursDiagnose, troubleshoot, and resolve/escalate issues reported to the help deskMonitor, manage, and document all actions and solutions into ticketing systemResponds to requests via email, in person, or over the phone using remote assistance toolsFollow up on outstanding requests and ensure timely resolutionMaintain inventory of company computer equipment and peripherals and supplies
Comprehensive Benefit Package provided
Onsite first 3 months in Irving, then 3 days in office, 2 days remote.
Are you a motivated Help Desk Lead/Manager who is looking to join a small but mighty support team? Our client is seeking a sharp, go-getter type that is willing to share their technical knowledge with the team and offer growth and process improvement ideas.
Requirements:3-4+ years of overall Desktop Support experience1+ year of leadership experienceExperience supporting using these systems in our client's current environment: Active Directory, DNS, VSphere, 3cx VoIP and Poly Telepresence, Cisco Meraki, VEEAM, Kandji, Atera, Ticketing System Administration (some substitutions for similar products)Expertise in troubleshooting networking issues, storage, server, cabling, Mac OS and Windows systems along with specific client applicationsIdentify process and procedures to develop more efficient overall processesSets goals and expectations for all daily tasks and projects for the teamDocuments system changes through change management, team process and procedures, and system diagramsStrong attention to detail, along with organizational and time management skills are a must for your successResponsibilities:
Responsible for the continuous improvement of the day to day responsibilities of the Service Desk, including infrastructure, phone, and desktop supportResponsible for insuring outstanding service delivery to the overall success of the organizationResponsible for building and maintaining an environment of service excellence with a passionate focus on customer advocacy and customer satisfactionMonitor, mentor, coach and assist team members to deliver quality supportDevelop a dashboard that summarizes the performance and status of IT infrastructure operations and develop procedures that outline how reduce incidents though KPIs, requests, and problems identified, assigned, and managed in the ITSMAssists in establishing performance metrics and measurement and reporting of established metricsProvide hardware and software technical assistance for support requests related to company computer systems and peripheralsSupport global offices during their off-hoursDiagnose, troubleshoot, and resolve/escalate issues reported to the help deskMonitor, manage, and document all actions and solutions into ticketing systemResponds to requests via email, in person, or over the phone using remote assistance toolsFollow up on outstanding requests and ensure timely resolutionMaintain inventory of company computer equipment and peripherals and supplies
Comprehensive Benefit Package provided