Helpdesk Manager

Responsibilities:

• Utilize knowledge of computer systems and general network and infrastructure administration, and management skills to oversee team performing hardware configuration management, system testing, software upgrades, troubleshooting, provide quality end-user support.
• Provide daily supervision and direction to staff responsible for in-person and remote support to users not limited to provisioning software, hardware, network, internet, e-mail, directories, standard Windows desktop applications, and other network services.
• Manage personnel who serve as the first point of contact for troubleshooting various software, hardware, network, internet, intranet, VPN, devices, and other issues.
• Utilize ticketing systems to manage user questions, solve desktop/laptop and computing issues, and direct support calls to the appropriate technical team member for resolution, follow-up, and closing.
• Provide telephone and online remote software/computer troubleshooting support for local and offsite users to resolve network, computer, and software issues.
• Provide desk-side assistance, including troubleshooting and replacing desktop and peripheral equipment.
• Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions.
• Ensure all tickets worked to include clear documentation of the problem, solution, end-user identity, completion time, satisfaction, and other technical metrics.
• Analyze and assess equipment and performance degradation, including determination of hardware, software, and/or other technical changes necessary, and facilitate IT inventory management.
• Provide assistance to the Infrastructure Director in maintaining inventory control and location records of State-owned IT equipment, software, and disposal of property as required.
• Manage the collection of statistics on hardware, software, system problems, security incidents, maintenance service calls, and user base.
• Assign tasks and monitor the workload of help desk staff to ensure timely and accurate resolution of user issues.
• Ensure a high level of customer satisfaction by establishing and maintaining best practices for providing support to users, including troubleshooting and problem resolution.
• Oversee the process for handling incidents, such as system outages or security breaches, coordinating with other departments to resolve issues and minimize the impact on users.
• Develop and maintain a comprehensive knowledge base of common issues, solutions, and best practices, ensuring help desk staff have access to the information they need to support users effectively.
• Track and analyze help desk performance metrics to identify trends, areas for improvement, and the overall effectiveness of the support team.
• Provide regular reports to the Chief Information Officer (CIO) on help desk performance.
• Continuously evaluate and refine help desk processes, procedures, and tools to enhance the efficiency and effectiveness of the support team.
• Coordinate with external agencies and partners, as needed, to address technical issues or implement new tools and systems to improve help desk operations.
• Ensure that help desk operations comply with relevant regulations, industry standards, and organizational policies.
• Provide daily and weekly status reports of ongoing efforts to the Infrastructure Director.
• Adhere to all security, change control, and MHBE Project Management Office (PMO) policies, processes, and methodologies.

Minimum Qualifications:

• A minimum of ten (10) years of experience in an enterprise IT environment supporting computer hardware, software, and/or enterprise applications in a help desk or customer support role, with a track record of escalating responsibility.
• A minimum of ten (10) years of experience in information systems development, network, and other responsibilities in the client/server/cloud or related domains.
• A minimum of five (5) years of experience using JIRA or other help desk support applications.
• A minimum of five (5) years of experience supporting Cisco ASA, ISE, Switching, and Wireless Access Points (WAP) or related.
• A minimum of five (5) years of experience managing enterprise antivirus solutions.
• Proficiency in using MS Active Directory, Microsoft Windows Server, MS Office Suite products, MS WAIK, and WSUS, and experience with Google Suite.
• Experience supporting desktop and laptop operating systems using Windows 10 and Microsoft Office 365 suite.
• Experience managing Multi-Function-Printers such as Lexmark/HP/Canon/Konica etc.
• Possess an understanding of network technologies such as LAN and WAN, network protocols such as TCP/IP, UDP, and DHCP, and network devices like routers, switches, firewalls, or servers.
• Possesses excellent communication skills to handle a diverse team of stakeholders requesting technical support tactfully.
• Ability to work collaboratively with various technical teams, business users, managers, and other non-technical staff.

Preferred Qualifications:

• A minimum of five (5) years of experience directly related to supporting help desk operations of an organization with more than one hundred (100) staff.
• A minimum of five (5) years of experience supporting help desk and/or infrastructure operations of a federal organization, state-based health insurance marketplace, or health and human services organization.
• A minimum of five (5) years of experience with help desk ticketing systems such as Zendesk, Freshdesk, or ServiceNow to manage and track customer inquiries and issues.
• A minimum of five (5) years of experience using remote support software like TeamViewer, LogMeIn, or AnyDesk to troubleshoot and resolve user issues remotely.
• A minimum of five (5) years of experience with knowledge management tools like Confluence, Zendesk Guide, or Helpjuice to create and maintain a repository of support articles and solutions.
• A minimum of five (5) years of experience with CRM platforms like Salesforce, Microsoft Dynamics, or Zoho CRM to track customer interactions and maintain customer records.
• Proficiency in using communication tools such as Microsoft Teams, Slack, or Zoom, as well as collaboration platforms like SharePoint or Google Workspace.
• Experience with project management tools like Trello, Asana, or Microsoft Project to plan, track, and manage help desk initiatives and projects.
• Knowledge of tools like SolarWinds, PRTG, or Nagios to monitor and manage network devices and infrastructure.
• Familiarity with Windows, macOS, and Linux operating systems, as well as mobile platforms like iOS and Android.
• Proficiency in using office software such as Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
• Experience with IT Service Management (ITSM) best practices and frameworks like ITIL or COBIT to ensure efficient and effective IT support processes.
• A minimum of five (5) years of experience managing Active Directory Environment.
• Experience with fostering collaboration and building strong relationships among team members.
• Excellent verbal and written communication skills to effectively convey information, provide feedback, and address issues with the help desk team and other stakeholders.
• Demonstrated ability to mediate and resolve conflicts between team members or with customers, promoting a harmonious and productive work environment.
• Experience delegating tasks and responsibilities to team members, ensuring workload is distributed efficiently, and team members are empowered to contribute effectively.
• Capable of adapting to changing circumstances, such as new technology, organizational changes, or evolving customer needs, and leading the team through these changes.
• Strong analytical and critical thinking skills to identify, analyze, and resolve issues that arise within the help desk team or related to customer support.
• Ability to prioritize tasks, manage multiple responsibilities, and ensure deadlines are met while maintaining a high level of quality in the team's work.
• Possess industry standard certifications in the areas of supporting desktop, network, service management, or equivalent.
• Experience working with the Project Management Office (PMO) processes, policies, and procedures.