Summary

The Helpdesk Manager is responsible for the daily operation and overall effectiveness of the helpdesk team. The Helpdesk Manager reports to the IT Director.

Functions

Helpdesk Manager functions can be grouped as follows:

Manage helpdesk operations

• Define service level requirements for helpdesk support and manage performance
• Review helpdesk metrics to optimize helpdesk efficacy
• Act as escalation point for advanced helpdesk cases
• Create, review, and update knowledge base articles used by helpdesk technicians and employees
• Determine helpdesk hours of operation based on business need
• Oversee asset tagging of all IT equipment and maintain accurate asset database
• Purchase hardware and software based on current inventory and future projections
• Act as a point of contact for vendor relationships
• Act as a representative for the helpdesk team when interacting with other teams

Manage helpdesk technicians

• Interview, hire, and train helpdesk technicians
• Provide career guidance to helpdesk technicians
• Define KPIs for helpdesk technicians
• Monitor helpdesk technician performance and mentor as needed
• Conduct performance reviews
• Determine scheduling requirements and arrange helpdesk technicians accordingly

Miscellaneous

• Various other tasks as required

Knowledge and skills

Shift Digital is willing to train the right candidate to continually expand and enhance their skill set. The minimum requirements for a Helpdesk Manager are:

Education and experience

• Bachelor’s degree with a technical major or equivalent experience
• Five years of effective helpdesk and/or desktop support experience
• Management or team leadership experience is preferred

Technical skills

• Proficiency with Windows and Microsoft 365 administration and applications
• Familiarity with macOS, iOS, and Android operating systems
• Familiarity with Salesforce or equivalent CRM/ticketing tool
• Very strong ability to analyze, isolate, and resolve issues with hardware and software

Communication skills

• Very strong ability to interpret technical information and discuss it effectively with people of various skill levels
• Excellent attention to detail in written communications
• Ability to speak clearly and effectively

Leadership skills

• Very strong management and teamwork skills
• Ability to identify and act upon opportunities for staff improvement and growth
• Ability to prioritize tasks and manage time effectively
• Ability to manage remote employees effectively

Working conditions and physical requirements

In general, Shift Digital’s Helpdesk Manager will work regular business hours in a casual office environment. A fully qualified candidate will meet the requirements below, with reasonable accommodation.

• Ability to work at a desk in an open office environment for long periods of time
• Ability to work in cramped or confined environments for short periods of time
• Ability to work flexible hours as necessary
• Ability to lift 50 pounds
• Ability to travel occasionally