IT Helpdesk Manager
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Job Description
IT Helpdesk Manager at Delinea overseeing daily technical support operations and user assistance across various platforms and environments.
Responsibilities:
- Oversee daily Helpdesk operations, verifying the integrity and availability of end-user support services, reviewing escalated issues, and ensuring timely resolution across all locations.
- Coordinate OS, application, endpoint hardware, and VoIP support activities for on-site and remote users through effective team management and prioritization.
- Oversee endpoint lifecycle management, including deployment, configuration, upgrades, and replacement of desktops, laptops, and peripheral equipment.
- Manage ordering, tracking, and inventory of user devices and licensed software to ensure availability and accountability across departments.
- Ensure seamless employee onboarding and offboarding by maintaining standardized processes for account setup, access provisioning, and directory updates.
- Create and maintain organized end-user documentation and improve Helpdesk procedures to enhance service consistency and efficiency.
- Participate in project planning related to deploying, maintaining, and decommissioning end-user systems and support tools, ensuring Helpdesk readiness and communication.
- Provide daily management and direction for the IT Helpdesk across an international landscape, ensuring consistent service delivery and performance.
- Maintain on-site presence at headquarters, providing direct support for executive staff, managing conference room technology and AV systems, and coordinating local IT needs.
Requirements:
- 7+ years of experience in IT support, endpoint management, or systems administration roles
- 3+ years of experience managing a technical support or Helpdesk team across multiple locations or time zones
- Strong background in endpoint hardware/software troubleshooting, deployment, and lifecycle management
- Experience implementing or managing endpoint management tools, imaging solutions, and patching processes
- Familiarity with VoIP systems, VDI environments, and common enterprise workstation platforms (Dell, Lenovo, Surface)
- Hands-on experience with Helpdesk or ITSM platforms such as Zendesk, Jira Service Management, or Freshservice
- Hands-on experience managing conference room technology and AV systems, including video conferencing platforms (Zoom Rooms, Teams Rooms) and related hardware (Logitech, Crestron, or equivalent)
- Working knowledge of remote access and collaboration tools, including GoToMeeting, Zoom, and Microsoft Teams
- Familiarity with macOS and cross-platform device support in enterprise environments
- Familiarity with corporate communication systems such as Teams and Slack
- Ability to respond to escalated incidents or critical issues during non-business hours when necessary
- Desired certifications: A+, Network+, Server+, MCP, or equivalent experience
- Highly self-motivated with strong ownership of service quality, user satisfaction, and team performance
- Strong interpersonal and oral communication skills, with the ability to interface effectively with end users and leadership
- Excellent analytical, troubleshooting, and organizational skills with keen attention to detail
Benefits:
- healthcare insurance
- pension/retirement matching
- comprehensive life insurance
- employee assistance program
- time off plans
- paid company holidays
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