Help Desk Manager

Vitesse Systems
Jessup, MD
Nov 12, 2022
Nov 27, 2022
Full Time
As a growing Aerospace and Defense manufacturing company, Vitesse Systems thrive on investing in our employees and proving unlimited opportunities. We are dedicated to ensuring our employees grow, develop, and thrive at Vitesse Systems. While we pride ourselves on our solutions to our customers, we know we would never be successful without our dedicated teams. At Vitesse Systems, our core values, unified across our multiple locations, drive an environment of employee empowerment and innovation. Our management team enables this environment to promote collaboration and continuous learning throughout the organization.*Your New Role: *In working with Vitesse Systems, our Technical Support Specialist will provide helpdesk IT support to the organization. The Technical Support Specialist will support special projects as directed by the Infrastructure Manager. The Helpdesk Team Lead role will perform as both an active technician on the team, as well as the supervisor for the group. The team is geographically dispersed throughout the United States. Occasional travel may be necessary.*Your Primary Day-to-Day tasks for a successful candidate would require you to: **Technical Duties include: **Client Support: ** Act as 1st and 2nd Level Support for all user issues with a 90%+ successful resolution rate* Create trouble tickets and work open tickets in the helpdesk queue* Overcommunication to users on progress, status, and next steps* Submit new KB articles for solved items that do not have one* Ability to help users resolve client-side issues as well as understand and document systems/network issues* Respond to customers promptly while providing VIP priority support* New User Provisioning and assigning and updating user role permissions and modifications* Aiding in Employee Exit Processing*Troubleshooting: ** Troubleshoot issues, execute a course of action, test the issue to see if it is resolved, and reply back to the customer with the results* Troubleshoot network connectivity issues (switch, router, firewall, VLAN understanding)* Basic server administration (Understanding errors, restarting of services, etc.)* Troubleshoot OS and application issues* Large Printer/Copier Troubleshooting* Corporate Cell Phone Troubleshooting* Network Troubleshooting* Software Troubleshooting* Database Troubleshooting*Network Security: ** Maintain knowledge of all proprietary tools and systems to ensure proper handling of customer issues* Perform network and security monitoring* Perform Monthly Patching* Identify, evaluate and react to security threats*Policy, Training, and Process Creation: ** Training End users on the use of technology and best practices* Audit/Verify backups* Perform user/license auditing*Other essential duties: ** Install/Move/Add/Change Computers and other Peripherals* Occasionally run network cables* Meaningful Contributor to IT projects* Other essential duties as assigned.*Supervisory Duties include: **Customer Satisfaction: ** Ensure all trouble tickets meet agreed-on SLAs and provide new employees with a smooth onboarding experience.* Establish a regular cadence with site leaders at all facilities on IT priorities at their sites* Establish, prioritize, and respond to VIP user requests immediately, regardless of the set priority* To prevent an escalation, implement crisis management strategies to manage any impacts that may result from client issues and complaints.* Integrate, maintain, and monitor user systems and maintain inventory of equipment, software, licenses, etc.* Support IT projects and internal initiatives as directed by the Infrastructure Manager.*Managing, Coaching, & Training: ** Manage daily IT functions and troubleshoot tasks, troubleshoot system problems, and train users on hardware and software.* Managing escalations and ensuring any issues are resolved promptly.* Making suggestions to increase operational effectiveness while documenting IT-related procedures.* Give the helpdesk service team members precise instructions so they can fulfill each customer's individual needs.* Create and oversee intra- and inter-team collaboration methods that will increase output, improve communication, and track the quality-of-service delivery to spot problem areas.* Maintain accurate records of all actions within the help desk department and deliver them to management for review as needed.* Establishing good working relationships among the help desk staff members will promote a seamless workflow, increasing performance in general.* Arrange for team members to participate in training on the newest and most effective ways to handle problems relating to the help desk.* Personnel supervision and daily direction of up to 5 geographically dispersed employees.*What supervisory responsibilities does this role include?**_Directly supervises employees and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws._** Responsibilities to include:* Interviewing, training, and coaching employees* Planning, assigning, and directing work* Appraising performance while providing constant employee reward and discipline* Addressing and resolving escalation tickets and customer issues.*What qualities make you a successful candidate? *As our successful candidate, you will possess:* Currently working as a help leader with direct support for the last three years.* Possess a positive, can-do attitude.* Intermediate to Expert knowledge of various technologies, including Active Directory, Office365, cyber security, PC hardware & software, virtualization, cloud, networks, routers, switches, TCP/IP, VLANs, and VPN.* Strong Problem Solving / Troubleshooting Abilities with prior experience in a similar role.* A knack for quickly understanding various technology applications and systems.* A demonstrated a desire to learn the newest technology and trends continually.* Ability to work independently and communicate effectively with users and coworkers.* Excellent customer service focus* Excellent interpersonal skills, communication (written and verbal), and organization skills*What Education and/or experience are we looking for? ** High School Diploma or equivalent required. Bachelor's degree preferred.* 7 years of combined help desk and help desk leader experience in a similar role required in lieu of College degree.*Experience may be substituted by: ** BS in related field and two years of experience* AS in related field and four years of experience* CompTIA A+ Certification or equivalent and four years of experienceWhat are the physical requirements for this role? Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.* While performing the duties of this job, you may be required to stand, walk, and hear.* Frequently use your hands and fingers; handle, feel, and reach with your hands and arms.* Occasionally required to sit; climb or balance; stoop, kneel, crouch, or crawl; and smell.* Must frequently lift and/or move up to 50 pounds.* Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.*NOTE: *This job description identifies the general nature and scope of work to be performed. Vitesse Systems, LLC. reserves the right to revise all or any part of this job description and to add or eliminate essential job functions at any time. Designation of any job duty as an essential function is not intended as an assurance or guarantee that a team member has any right to perform the particular job duty, except as required by Vitesse Systems Inc. This job description is subject to change based on the needs of the position and/or the company.Vitesse Systems, LLC performs work controlled by the International Traffic in Arms Regulations (ITAR) and Export Administration Regulations (EAR). These statutes require the protection of technical data and products. The regulations require that such data not be disclosed in written, oral, or visual form to any foreign national without prior export authorization from the Department of State. A foreign national is defined by the US Government under EAR 734.2(b)(2)(ii) and 8 USC 110 (a)(20) as one who:* Is not a United States citizen* Is not lawfully admitted for permanent residence in the US* Does not have politically protected status (embassy, refugee, or asylum)* Has dual US / foreign citizenshipVitesse Systems, LLC is an Equal Employment Opportunity / Affirmative Action (EEO/AA) Veterans / Disabled EmployerJob Type: Full-timePay: $90,000.00 - $97,000.00 per yearBenefits:* 401(k)* 401(k) matching* Dental insurance* Employee assistance program* Health insurance* Health savings account* Life insurance* Paid time off* Professional development assistance* Referral program* Tuition reimbursement* Vision insuranceSchedule:* 8 hour shift* Monday to FridayApplication Question(s):* What do you know about Vitesse Systems?* Based on the salary range of this position and your skillsets, what salary are you looking for, if selected for this position?Experience:* Help Desk Management with direct reports: 5 years (Required)* Software troubleshooting: 5 years (Required)License/Certification:* CompTIA A+ (Preferred)Willingness to travel:* 25% (Required)Work Location: One location

Similar jobs