Help Desk Manager

The Help Desk Manager provides leadership, direction, and operational oversight for the Tier I, II, and III IT Support Specialists. This role ensures high-quality support services, manages escalations, and oversees processes, SLAs, and customer experience. The Manager focuses on service delivery excellence, team development, and strategic process improvement while remaining hands-on when necessary to maintain support standards., * Perform all work in compliance with company policy and within the guidelines of BioFire Defense's Quality System.

• Maintain all responsibilities and performance standards of the IT Support Specialist I, II, and III while serving as a leader and mentor to these roles.
• Oversee the entire IT Support staff, ensuring end users receive appropriate and timely assistance.
• Lead, coach, and mentor staff to ensure professional growth and technical competency.
• Define, enforce, and continuously improve Service Level Agreements (SLAs) and ticketing workflows.
• Manage all procedures related to identification, prioritization, and resolution of help requests.
• Monitor, track, and coordinate team functions to ensure optimal workstation performance organization wide.
• Collaborate with Systems Engineering, Networking, and Security teams on organizational infrastructure changes.
• Manage vendor relations and agreements for IT Support systems, hardware, and service deliverables.
• Create, manage, and close projects from start to finish, effectively utilizing team resources.
• Analyze performance trends and report metrics to senior leadership to drive strategic IS decisions.

Training and Education: (Minimum education and/or training requirements for this position, i.e., high school diploma, college degree, certification.)

• High school diploma (or equivalent) required.
• Leadership and Advanced Technical certifications (Network+, Security+, or Microsoft Associate, etc.) preferred.
• Business and Leadership certifications (ITIL, PMP, or CSM, etc.) preferred.

Experience: (Minimum time and type experience required for this position.)

• 5+ years in IT support with a proven track record of leadership or project management.

Skills: (Special skills required, e.g., negotiation, technical writing; statistical evaluation.)

• Strong understanding of Active Directory, Exchange, and M365 ecosystems.
• Experience managing SLAs and help desk deliverables.
• Strong background in project management and resource allocation.
• Excellent written and oral communication skills; ability to adhere to written and verbal instructions.
• Expert communication and stakeholder management skills.

Physical Requirements: (List any special physical requirements needed to perform the job, such as ability to lift specific weight. List "None" if there are no special requirements.)

• Lifting and transporting moderately heavy objects (computers, servers).
• Dexterity of hands and fingers to operate power tools and handle delicate computer components.
• Professional appearance and behavior, including strict punctuality.
• Travel as required.

Pulled from the full job description

• Referral program
• Professional development assistance
• Tuition reimbursement
• Parental leave
• 401(k)
• Health insurance
• Retirement plan, * 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance