Senior Helpdesk Manager, Technology Solutions

Senior Helpdesk Manager, Technology Solutions
ms consultants, inc.
Columbus, OH

ms consultants, inc. is actively seeking an experienced Senior IT Help Desk Manager to oversee and lead our help desk team in supporting a dynamic corporate environment with onsite and remote employees. Reporting to our Director of Technology, you will be responsible for managing day-to-day operations, ensuring quick resolution of technical issues, and providing superior end-user experience.

What You'll Do:

The Senior IT Help Desk Manager will also mentor team members, implement best practices, and collaborate with other departments to maintain seamless IT operations.

Specific responsibilities include:

Operations & Strategy:

• Manage the daily operations of the Service Desk, including overseeing ticketing systems, escalation procedures, and prioritizing issues.
• Ensure incidents and service requests are resolved promptly and efficiently.
• Supervise the troubleshooting, diagnosis, and resolution of hardware, software, network, and user access issues.
• Facilitate change management processes and conduct root cause analysis (RCA) as needed.
• Actively lead on the floor by stepping in to assist and support the team when necessary.
• Utilize the Help Desk platform to monitor and manage tickets, generating actionable reports.
• Ensure technical issues are resolved within agreed timelines, consistently striving to meet or exceed service level agreements (SLAs).
• Oversee inventory management to ensure adequate stock levels are being maintained and allocated.
• Perform other position-related duties as assigned.

Leadership and Collaboration:

• Lead and manage the IT Help Desk team, including hiring, training, and performance evaluations
• Guide and empower team members by effectively delegating responsibilities and authority, while encouraging autonomy in goal-setting and problem-solving.
• Mentor and develop the IT Help Desk team by offering support, guidance, and opportunities for professional growth.
• Cultivate a culture of teamwork, ongoing learning, and customer-centric service.
• Set and monitor team goals, KPIs, and service-level agreements (SLAs) to ensure timely and effective resolution of IT issues.
• Drive process improvements and innovative solutions to enhance team efficiency and improve the end-user experience.

Technical Expertise:

• Serve as the primary escalation point for complex IT issues, offering guidance and technical solutions.
• Stay informed about industry trends, emerging technologies, and best practices in help desk and IT support.

Customer Engagement

• Serve as a liaison between the IT department and other teams, ensuring clear communication of IT changes or issues.
• Ensure a superior end-user experience by fostering strong communication and understanding of user needs
• Lead efforts to educate users on IT systems, processes, and self-service tools.

 

What You'll Bring:

The Senior IT Help Desk Manager is a proactive problem solver, with strong leadership abilities and a commitment to team development and success.

Education & Experience:

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Demonstrated success in managing and developing IT teams in a fast-paced environment.
• Proven experience in a leadership role within a Service Desk or Technology Services support function, preferably in a corporate setting.

Technical Skills: 

• In-Depth knowledge of IT support tools, ticketing systems, and best practices.
• Strong knowledge of IT infrastructure, hardware, software, and network technologies.
• Proficient with help desk software and ticketing.
• Strong analytical skills with the ability to assess and prioritize risks efficiently

Soft Skills:

• Exceptional leadership, problem-solving, and decision-making abilities.
• Experience supporting both onsite and remote employees, including working with relevant tools and technologies
• Excellent organizational skills with the ability to manage multiple tasks simultaneously.
• Strong communication and interpersonal skills, with the ability to engage effectively with users at all organizational levels.
• Excellent teambuilding skills with the ability to attract, develop, and retain a high-performing team

Why Choose ms consultants? 

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