IT Help Desk Manager

Seeking an experienced and highly technical IT Helpdesk Supervisor to join our Managed Service Provider (MSP) team. The IT Helpdesk Supervisor will be responsible for overseeing a team of support technicians and ensuring the timely resolution of IT issues for our clients. The ideal candidate will have a minimum of 10 years of experience in IT support management and a strong technical background., * Supervise and lead a team of support technicians, including training and development, performance management, and scheduling.

• Ensure that all support requests are addressed in a timely manner and to the satisfaction of the client.
• Monitor service level agreements (SLAs) and ensure that they are met or exceeded.
• Maintain and improve upon existing IT support processes and procedures.
• Identify opportunities for process improvement and implement changes as necessary.
• Manage relationships with clients and act as a liaison between clients and the technical support team.
• Provide technical support and guidance to the support team when necessary.
• Ensure that the support team is up to date with the latest technologies and industry trends.
• Maintain accurate documentation and records related to support activities.
• Participate in on-call rotation for after-hours support.

• Minimum of 5 years of experience in IT support management.
• Strong technical background and experience with a variety of technologies, including but not limited to: VMware, Windows Server, Active Directory and networking concepts.
• Excellent communication skills and the ability to manage relationships with clients.
• Strong leadership skills and the ability to manage and develop a team of support technicians.
• Experience with service management tools. ConnectWise is preferred.
• Ability to work independently and manage multiple priorities effectively.

Preferred Qualifications (Bonus Skills):

• Strong understanding of computer hardware, software and networking concepts.
• Experience with desktop and server operating systems.
• Knowledge of network infrastructure, including routers, switches, firewalls, and VPNs.
• Familiarity with virtualization technologies, such as VMware or Hyper-V
• Experience with cloud computing platforms, such as AWS, Azure, or Google Cloud.
• Understanding of cybersecurity principles and best practices.
• Experience with endpoint security tools, such as antivirus, antimalware, and encryption software.
• Knowledge of backup and disaster recovery concepts and tools.
• Experience with remote support tools and technologies.
• Understanding of Active Directory, including user and group management and security permissions.
• Basic understanding of networking concepts, such as TCP/IP, DNS, and DHCP.
• Ability to document technical issues and resolutions in a helpdesk ticketing system.
• Excellent communication skills, both written and verbal, to effectively communicate with end-users and escalate issues as necessary.
• Willingness to learn and stay up-to-date with the latest technologies and industry trends.