About the Role:

We are seeking a dedicated and highly skilled Helpdesk Support Manager to lead and oversee the operations of our IT support team in New York City. The ideal candidate will manage day-to-day helpdesk activities, provide leadership and support to a team of IT specialists, and ensure exceptional service delivery across the organization. This role requires a blend of technical expertise, strong communication skills, and an ability to manage people and projects in a fast-paced environment.

Key Responsibilities:

Team Management:

• Lead, mentor, and develop a team of IT support professionals. Conduct regular performance reviews, provide ongoing feedback, and identify opportunities for professional growth.

Helpdesk Operations:

• Oversee the efficient operation of the helpdesk by ensuring timely resolution of support tickets, prioritizing issues, and ensuring minimal downtime for users.

Incident & Problem Management:

• Manage escalated support issues and collaborate with internal teams to identify, resolve, and prevent recurring problems. Ensure root cause analysis is performed and documented.

Customer Service Excellence:

• Ensure high levels of customer satisfaction by maintaining clear communication with end-users, setting expectations, and ensuring that all requests are handled in a professional manner.

Process Improvement:

• Identify areas for process improvements and implement best practices for ticket management, knowledge base articles, and overall support workflows.

Technology Implementation:

• Collaborate with the IT infrastructure team to ensure new technologies, tools, and software are effectively integrated into the helpdesk environment. Support upgrades and deployments as needed.

Reporting & Metrics:

• Track, analyze, and report on helpdesk performance metrics (e.g., ticket resolution time, customer satisfaction, etc.). Present regular updates to senior leadership on team performance and key issues.

Training & Knowledge Management:

• Develop and maintain a comprehensive training program for helpdesk staff. Ensure that all team members are up-to-date on system and software updates. Create and maintain knowledge base articles for both staff and users.

Cross-Department Collaboration:

• Work closely with other departments to understand their technical needs and ensure the helpdesk team is providing solutions that meet organizational requirements.

Experience:

• 5+ years of experience in an IT support management role
• Proven experience in managing helpdesk teams and improving service delivery.
• Expertise in troubleshooting common hardware, software, and network issues in a corporate environment.

Skills & Knowledge:

• Strong knowledge of IT systems, software applications, and networking.
• Experience with helpdesk software and ticketing systems (e.g., ServiceNow, Zendesk, Jira).
• Excellent problem-solving, organizational, and analytical skills.
• Strong communication skills, both written and verbal.
• Ability to manage multiple priorities and projects in a fast-paced environment.
• Customer-oriented mindset with the ability to handle difficult situations professionally.
• Certifications (Preferred):
• ITIL Foundation or other IT service management certifications.
• CompTIA A+ or Network+ certifications.
• Microsoft Certified Solutions Associate (MCSA) or similar certifications.

Additional Information:

• This position is based in New York City on site
• Occasional on-call or after-hours support may be required.
• Competitive salary and benefits package, including health, dental, vision, and retirement plans.

The Phoenix Group Advisors is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace and prohibit discrimination and harassment of any kind based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. We strive to attract talented individuals from all backgrounds and provide equal employment opportunities to all employees and applicants for employment.