Help Desk Manager at Dexter Technologies

Dexter Technologies Inc. is a leading provider of Staffing and Recruiting Services. For over two decades, we have put countless professionals to work at exciting opportunities. We are proud of the fact that many of them have been promoted to more senior roles: management, senior management, and senior executive leadership positions.

We are actively seeking qualified candidates for the following position for our client, who is an industry leader:

Help Desk Manager

Location: New York, NY – Hybrid - (3 days in office, 2 days remote)

Type: Full Time

JOB SUMMARY:

• The Help Desk Manager performs tasks related to the daily management of the Help Desk services.
• Manage the outsourced offshore Helpdesk team and on-site desktop engineer supporting approx. 2700 users in a 24x7x365 environment and oversea their performance
• Delegate tasks, prioritize tickets, and ensure that the team is working efficiently to meet SLAs (Service Level Agreements)
• Provide continuous feedback to team members
• Manage, monitor, and guide outsourced vendor’s performance related to Help Desk activities.
• Works with Business and Technology Stakeholders for regular feedback and input
• Must have strong knowledge of Windows Active Directory
• Strong knowledge of MS Office
• Provide troubleshooting for applications and custom systems
• Ensure resolution of issues related to desktop, mobile, VPN, and remote access
• Experience with ServiceNow preferred
• Experience with MS Azure is preferred
• Work closely with vendors and internal teams to manage upgrades, patches, and system enhancements
• Introduce new insights that increase team efficiency and add value
• Knowledge Base & Documentation
• Deliver excellent customer user service

Experience Desired:

• Proven experience leading or managing a helpdesk team, including task delegation, mentoring, and performance management

• Follow continuous improvement process and constantly find ways to reduce recurring issues
• Excellent communication, interpersonal & leadership skills
• Should be able to communicate confidently with users at all levels
• Experience managing a team of Helpdesk, Service Desk Support team
• Previous experience being technically hands-on with Office365, Windows Servers and AD
• Prior experience in setting up and/or enhancing helpdesk support processes
• Responsible for defining, implementing, monitoring & reporting on KPIs & SLAs
• Experience with ITIL, ITSM
• Managing the overall quality of support and ensuring a consistent, effective user experience
• Ensures Service Desk Analysts have the knowledge and training they need to meet service requirements.

Benefits

• Medical, Dental and Vision insurance
• 401k Plan
• Paid time off