Blockskye

IT Helpdesk Manager

Blockskye

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

DNSJamfMacOSTCP/IP

About the role

  • Overseeing the daily operations of the Information Technology (IT) Helpdesk team.
  • Ensure timely and effective resolution of technical issues.
  • Manage the IT managed service provider, maintain service level agreements (SLAs).
  • Contribute to the continuous improvement of IT support processes and infrastructure.
  • Work with the MSP on staffing, scheduling, and workload distribution to ensure adequate coverage and efficient service delivery.
  • Define and track key performance indicators (KPIs) and service level agreements (SLAs) for helpdesk operations.
  • Oversee the ticketing system to prioritize, track, and resolve all incoming support requests (phone, email, slack).
  • Ensure prompt and accurate resolution of technical issues across hardware and software.
  • Develop, implement, and maintain helpdesk procedures, standards, and best practices.
  • Manage the escalation process for unresolved issues, ensuring effective communication and collaboration with higher-tier support teams or external vendors.
  • Maintain an up-to-date inventory of IT assets and manage equipment lifecycle (procurement, deployment, disposal).
  • Manage onboarding and offboarding procedures and processes.
  • Serve as an escalation point for complex or critical technical problems.
  • Stay current with emerging technologies and industry best practices.
  • Develop and maintain a comprehensive knowledge base, including self-service documentation, troubleshooting guides, and FAQs for common issues.
  • Participate in the planning and execution of IT projects, ensuring the helpdesk team is prepared to support new systems and applications.
  • Champion a customer-centric approach to support, ensuring all users receive professional, courteous, and timely assistance.
  • Monitor user satisfaction and implement initiatives to improve the overall service experience.
  • Communicate planned outages, system updates, and critical information to end-users effectively.

Requirements

  • Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent practical experience).
  • 6 + years of experience in IT support, with at least 3+ years in a leadership or managerial role.
  • Proven expertise in managing and administering current operating systems (Windows, macOS), MDM technology (Intune and JAMF), productivity suites (e.g., Microsoft 365, Google Workspace), and connectivity fundamentals (TCP/IP, DNS, ZTNA).
  • Strong working knowledge of ITIL principles and experience applying them to a helpdesk environment (ITIL Foundation certification is a plus).
  • Expertise with helpdesk ticketing and asset management systems.
  • Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
  • Demonstrated ability to manage multiple priorities and work effectively under pressure.
Benefits
  • Flexible work arrangements
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
IT supportoperating systemsWindowsmacOSMDM technologyIntuneJAMFMicrosoft 365Google WorkspaceTCP/IP
Soft Skills
communication skillscustomer-centric approachproblem-solvingleadershiptime managementcollaborationadaptabilityprioritizationtechnical explanationuser satisfaction
Certifications
Bachelor's degree in Information TechnologyBachelor's degree in Computer ScienceITIL Foundation certification