IT Help Desk Manager

At VEBT, employees are our No. 1 investment. We are looking for a high functioning, detail-oriented professional who can juggle various tasks with accuracy and is interested in molding their career with an award-winning, growing company.

Duties and Responsibilities

- Managing and supporting a team of help desk technicians.

- Managing escalations and ensuring any issues are resolved in a timely manner.

- Assign customer support tickets to applicable engineers using our ticket management system (Autotask).

- Develop and maintain project management standards, which clarify how initiatives are prioritized and ensure complete assessment of proposed projects.

- Work with IT staff to develop and implement support policies and procedures.

- Create and maintain user knowledge base articles and FAQs.

- Recruits, trains and supports internal help desk technicians locally and remotely.

- Maintains database of common problems, processes and creates appropriate documentation for new projects, and solutions.

Qualifications

Bachelor’s degree and/or 5+ years’ experience in an IT environment.
5+ years experience troubleshooting Windows and Mac OS.
Experience in identifying operational issues and recommending and implementing strategies to resolve operational problems.
Strong Vendor/Service Provider Management skills required.

This is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.