POSITION TITLE: IT Helpdesk Manager

DEPARTMENT: Information Technology

REPORTS TO: VP of IT

LOCATION: Secaucus, NJ and New York, NY

JOB TYPE: This is a full-time hybrid role, requiring time both in the office in NYC and at our NJ distribution center/office.

POSITION SUMMARY: We are seeking a highly skilled and experienced End-User Services Manager to oversee our IT Helpdesk team. The ideal candidate will have a strong background in IT service management, excellent leadership abilities, and a customer-centric approach to problem solving. This role is crucial in ensuring our end-users receive the highest level of support and service for their IT needs.

KEY RESPONSIBILITIES:

Leadership and Management

Lead and manage the IT Helpdesk team, providing direction, support, and mentoring.
Set performance goals and conduct regular performance reviews.
Foster a positive and collaborative team environment.

Service Delivery

Ensure the efficient and effective delivery of IT support services to all end-users.
Develop, implement, and maintain IT service management processes and procedures.
Monitor and analyze service delivery performance metrics to ensure service level agreements (SLAs) are met.

Customer Support

Act as the primary point of contact for escalated IT support issues.
Ensure timely and effective resolution of all end-user incidents and requests.
Maintain a high level of customer satisfaction through continuous improvement of service delivery.
Oversee the provision of IT support to executive leadership, ensuring high priority issues are resolved promptly.
Develop and maintain tailored IT solutions to meet the specific needs of executive users.
Ensure confidentiality and security protocols are rigorously followed when handling executive support requests.

Process Improvement

Identify opportunities for process improvements and implement best practices.
Stay updated with the latest industry trends and technologies to enhance service delivery.
Conduct regular audits and assessments of IT support processes and procedures.

Resource Management

Manage the Helpdesk team's workload and prioritize tasks effectively.
Ensure the Helpdesk is adequately staffed and trained to handle the volume and complexity of support requests.
Develop and manage the Helpdesk budget.

Procurement, Inventory, and Vendor Relationship Management

Oversee the procurement of IT equipment, software, and services.
Manage relationships with IT vendors and service providers to ensure quality and cost-effectiveness.
Negotiate contracts and service agreements with vendors.
Monitor vendor performance and address any issues or concerns promptly.
Maintain an accurate inventory of all IT equipment, software, and assets.
Implement and manage asset tracking systems to ensure accountability and efficient use of resources.

Technical Support and Deployment

Provide in-person support for the NYC and NJ offices, as well as remote support for worldwide retail locations and satellite offices (Europe/Asia).
Oversee management macOS and iOS environments using JAMF MDM for OS upgrades, patches, software packaging, deployment, and reporting.
Oversee management of Windows end-user device environment using Endpoint Manager for policy management, software deployment and reporting.
Perform basic Windows 10 troubleshooting and Active Directory management.
Administer Microsoft 365 and manage Active Directory group policies to ensure secure and efficient user and computer management.
Utilize Microsoft Azure and Endpoint Manager skills for cloud-based solutions and centralized endpoint management.
Coordinate and support off-site and after-hours network and AV setups for meetings and events.

Documentation and Reporting

Maintain comprehensive documentation of all IT support processes and procedures.
Generate regular reports on Helpdesk performance, including ticket resolution times, customer satisfaction, and other key metrics.
Provide regular updates to senior management on Helpdesk operations and performance.

Collaboration

Work closely with other IT teams to ensure seamless integration and support of IT services (DevOps, InfraSec, Enterprise Apps, etc).
Collaborate with business units to understand their IT needs and provide appropriate support.

ESSENTIAL SKILLS, EXPERIENCE, AND EDUCATION REQUIREMENTS:

Bachelor's degree in Information Technology, Computer Science, or a related field.
5+ years of experience in IT support, with at least 2 years in a leadership role.
Proven work experience as a Help Desk Manager.
Hands-on experience with helpdesk/ITSM and remote-control software.
Strong knowledge of IT service management frameworks (e.g., ITIL).
Excellent problem-solving and analytical skills.
Solid technical background with an ability to give instructions to a nontechnical audience.
Exceptional customer service and communication skills.
Team management skills.
Ability to manage and prioritize multiple tasks in a fast-paced environment.
Experience with Helpdesk ticketing systems and remote support tools.

BENEFITS:

$110,000 - $130,000 base salary (This range represents the low and high end of the anticipated base salary range for this NJ/NY - based position. The base salary will depend on numerous factors such as: experience and qualifications for the role, experience level, skillset, and balancing internal equity relative to other A+O employees.)
401(k) with an employer match
Medical, dental, and vision
Generous employee discount

This job description is not an exhaustive list of all functions that the employee may be required to perform, and the employee may be required to perform additional functions. Additionally, the job responsibilities may change at any time as necessitated by business demands.

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