The #1 Site for IT and Engineering Jobs - search all IT and Engineering  jobs.
Mly26w732sffqz8k6dn

Helpdesk Manager

Job Description



Job Description:


Our client is looking for a Helpdesk Manager in their SF Office who will be accountable for ensuring the delivery of world-class customer service and IT support through proactive management of the IT Helpdesk.  The IT Helpdesk provides desktop support, AV systems support, network support, and occasional project coordination necessary to support 130+ global professionals.  The Helpdesk Manager will provide “hands-on” leadership, serving as a point of escalation for technical expertise, streamlining procedures for efficient and effective IT support, and supervising systems monitoring and incident/event response.  The Helpdesk Manager will report directly to the CTO in San Francisco and will contribute as an integral member of the 6-person global IT team.



 

Duties and Responsibilities:


  • Manage Helpdesk staff to assure appropriate coverage to meet business needs and Service Level Agreements (SLAs) to achieve excellence in customer service and satisfaction.

  • Develop, implement, and continually refine/improve Helpdesk tools, standards and policies, incident and problem resolution procedures, and technical documentation to align Helpdesk operations with best practices.

  • Coordinate with other departments, vendors and business stakeholders on technology deployments, system upgrades, and maintenance outages.

  • Develop and implement a Helpdesk performance measurement framework to gather feedback and score team members (customer service, communication, and technical skills).

  • Identify, measure, benchmark, and provide reporting for periodic review of Helpdesk performance metrics, e.g., service availability, ticket volume, resolution rate, time to respond, time to resolution, and customer survey results.  Analyze results for trends, process improvement opportunities, and staff training needs.

  • Assist CTO in developing and maintaining professional development for increasing Helpdesk team customer service and technical knowledge; participate in continuous learning and professional development.

  • Oversee and manage IT-related tasks associated with onboarding and offboarding, such as activating/deactivating accounts, issuing/recapturing IT equipment, controlling user access rights & permissions and remote access accounts.

  • Develop and uphold preventive maintenance procedures to avoid system failures.

  • Schedule Helpdesk team members and liaise with Network Administrator and third-party vendors as required to monitor uptime and regular back-ups of servers, PCs, and network/cloud file shares.

  • Participate in the global administration and monitoring of cybersecurity technologies, such as Email Surveillance & Anti-Phishing, MDR/EDR, Anti-virus, Anti-malware, CASB and DLP.


Job Requirements


Required:


 


  • Experience with IT Helpdesk processes and best practices, software (Ticketing & Remote Monitoring & Management tools), patch management, and software deployment methods.

  • Must possess knowledge of PC hardware, both Windows & Mac PCs (MacOS), Apple iOS (iPhone/iPad), and ability to support standard Microsoft business applications including Outlook, Excel, Word, PowerPoint, OneDrive, SharePoint, etc.

  • Demonstrated logical thought processes, must have the ability to quickly learn new technologies, systems, concepts and procedures, and ability to utilize reports and data to improve operational results.

  • Demonstrated propensity for accurate documentation of system installations, configurations, upgrades, audits, compliance initiatives, and IT asset inventory.

  • Excellent customer service and interpersonal skills; demonstrated effectiveness in training staff accordingly.


  • Professional communication skills, appearance and demeanor at all times; demonstrated ability to diffuse tensions in difficult situations.

    PREFERRED:


  • Management/supervisory experience with small teams in size of 4-6 service desk/helpdesk support staff (non-exempt support).

  • Prior history of servicing users in smaller, “white-glove” partnership businesses, such as private equity firms, family office, investment management firms, law firms, CPA firms, etc.

  • Experience with professional Helpdesk ticketing systems, policies and procedures.

  • Experience implementing event management, incident management, problem management, change management, backup and recovery, and disaster recovery solutions.



 

Education and Experience:

(This is not an entry level position).


REQUIRED:


  • Minimum of Bachelor’s degree in computer science, engineering or equivalent education.

  • At least Three (3)2 years of direct experience managing IT Operations and/or IT Helpdesk in an enterprise-oriented, geographically distributed business.

  • Eight (8) or more years of experience as a computer specialist or systems engineer.


PREFERRED:


  • Relevant technical and process certifications (e.g. ITIL, HDI)

  • Certifications or demonstrated completed classes in Microsoft technologies such as Office 365 Exchange Online, Active Directory, Advanced eDiscovery for Office 365

  • Certificates or demonstrated competency with Cisco/Meraki network administration and Palo Alto firewalls

  • Experience with Mimecast, Cisco Umbrella, Varonis, ForcePoint, and Carbon Black.

  • Experience supporting financial applications, such as Bloomberg, Capital IQ, FactSet, Investran, Sungard DX, Unit 4 Coda Financials, Sage Accounting, Mekko Graphics, Macabacus, etc.


Job Snapshot

Location US-CA-San Francisco
Employment Type Full-Time
Pay Type Year
Pay Rate N/A
Store Type IT & Technical
Apply

Company Overview

Atlantic Partners Co.

Atlantic Partners was created with the clear objective of providing the most comprehensive IT staffing solutions, along with a robust executive search division. From staff augmentation to contract for hire to direct placement, Atlantic Partners offers a full range of staffing options. With over 100 years of experience, our team of account executives and technical recruiters has a proven track record of fulfilling the human capital needs of our clients. Learn More

Contact Information

US-CA-San Francisco
Icon-social-facebookIcon-social-linkedinIcon-social-twitter
Snapshot
Atlantic Partners Co.
Company:
US-CA-San Francisco
Location:
Full-Time
Employment Type:
Year
Pay Type:
N/A
Pay Rate:
IT & Technical
Store Type:

Job Description



Job Description:


Our client is looking for a Helpdesk Manager in their SF Office who will be accountable for ensuring the delivery of world-class customer service and IT support through proactive management of the IT Helpdesk.  The IT Helpdesk provides desktop support, AV systems support, network support, and occasional project coordination necessary to support 130+ global professionals.  The Helpdesk Manager will provide “hands-on” leadership, serving as a point of escalation for technical expertise, streamlining procedures for efficient and effective IT support, and supervising systems monitoring and incident/event response.  The Helpdesk Manager will report directly to the CTO in San Francisco and will contribute as an integral member of the 6-person global IT team.



 

Duties and Responsibilities:


  • Manage Helpdesk staff to assure appropriate coverage to meet business needs and Service Level Agreements (SLAs) to achieve excellence in customer service and satisfaction.

  • Develop, implement, and continually refine/improve Helpdesk tools, standards and policies, incident and problem resolution procedures, and technical documentation to align Helpdesk operations with best practices.

  • Coordinate with other departments, vendors and business stakeholders on technology deployments, system upgrades, and maintenance outages.

  • Develop and implement a Helpdesk performance measurement framework to gather feedback and score team members (customer service, communication, and technical skills).

  • Identify, measure, benchmark, and provide reporting for periodic review of Helpdesk performance metrics, e.g., service availability, ticket volume, resolution rate, time to respond, time to resolution, and customer survey results.  Analyze results for trends, process improvement opportunities, and staff training needs.

  • Assist CTO in developing and maintaining professional development for increasing Helpdesk team customer service and technical knowledge; participate in continuous learning and professional development.

  • Oversee and manage IT-related tasks associated with onboarding and offboarding, such as activating/deactivating accounts, issuing/recapturing IT equipment, controlling user access rights & permissions and remote access accounts.

  • Develop and uphold preventive maintenance procedures to avoid system failures.

  • Schedule Helpdesk team members and liaise with Network Administrator and third-party vendors as required to monitor uptime and regular back-ups of servers, PCs, and network/cloud file shares.

  • Participate in the global administration and monitoring of cybersecurity technologies, such as Email Surveillance & Anti-Phishing, MDR/EDR, Anti-virus, Anti-malware, CASB and DLP.


Job Requirements


Required:


 


  • Experience with IT Helpdesk processes and best practices, software (Ticketing & Remote Monitoring & Management tools), patch management, and software deployment methods.

  • Must possess knowledge of PC hardware, both Windows & Mac PCs (MacOS), Apple iOS (iPhone/iPad), and ability to support standard Microsoft business applications including Outlook, Excel, Word, PowerPoint, OneDrive, SharePoint, etc.

  • Demonstrated logical thought processes, must have the ability to quickly learn new technologies, systems, concepts and procedures, and ability to utilize reports and data to improve operational results.

  • Demonstrated propensity for accurate documentation of system installations, configurations, upgrades, audits, compliance initiatives, and IT asset inventory.

  • Excellent customer service and interpersonal skills; demonstrated effectiveness in training staff accordingly.


  • Professional communication skills, appearance and demeanor at all times; demonstrated ability to diffuse tensions in difficult situations.

    PREFERRED:


  • Management/supervisory experience with small teams in size of 4-6 service desk/helpdesk support staff (non-exempt support).

  • Prior history of servicing users in smaller, “white-glove” partnership businesses, such as private equity firms, family office, investment management firms, law firms, CPA firms, etc.

  • Experience with professional Helpdesk ticketing systems, policies and procedures.

  • Experience implementing event management, incident management, problem management, change management, backup and recovery, and disaster recovery solutions.



 

Education and Experience:

(This is not an entry level position).


REQUIRED:


  • Minimum of Bachelor’s degree in computer science, engineering or equivalent education.

  • At least Three (3)2 years of direct experience managing IT Operations and/or IT Helpdesk in an enterprise-oriented, geographically distributed business.

  • Eight (8) or more years of experience as a computer specialist or systems engineer.


PREFERRED:


  • Relevant technical and process certifications (e.g. ITIL, HDI)

  • Certifications or demonstrated completed classes in Microsoft technologies such as Office 365 Exchange Online, Active Directory, Advanced eDiscovery for Office 365

  • Certificates or demonstrated competency with Cisco/Meraki network administration and Palo Alto firewalls

  • Experience with Mimecast, Cisco Umbrella, Varonis, ForcePoint, and Carbon Black.

  • Experience supporting financial applications, such as Bloomberg, Capital IQ, FactSet, Investran, Sungard DX, Unit 4 Coda Financials, Sage Accounting, Mekko Graphics, Macabacus, etc.


Mwg7ln685bhyvvp7mpf
Sologig Advice

For your privacy and protection, when applying to a job online: Never give your social security number to a prospective employer, provide credit card or bank account information, or perform any sort of monetary transaction.Learn More

By applying to a job using sologig.com you are agreeing to comply with and be subject to the workinretail.com Terms and Conditions for use of our website. To use our website, you must agree with theTerms & Conditionsand both meet and comply with their provisions.
Helpdesk Manager Apply now