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Information Technology Help Desk Manager
Moore Colson. Lead by example using a servant leadership approach, prioritizing team success and growth.
Tech Stack
Tools & technologiesAzure
About the role
Key responsibilities & impact- Lead by example using a servant leadership approach, prioritizing team success and growth.
- Foster collaboration and a positive team culture.
- Actively participate in ticket resolution while mentoring team members.
- Manage and respond to tickets in Zendesk.
- Track and report help desk metrics (response times, resolution rates, SLA compliance).
- Ensure proper documentation and escalation of issues.
- Set up and configure Windows laptops and desktops (no Mac support).
- Troubleshoot Office 365 applications and resolve user issues.
- Create and remove user accounts in Azure Active Directory and related systems.
- Support remote access via Azure Virtual Desktop (AVD).
- Provide assistance with Adobe Suite and accounting firm applications: Engagement, Axcess, Suralink, Thomson Reuters Fixed Assets, Fieldguide, and Deltek
- Maintain SOPs for help desk operations.
- Ensure adherence to IT security and compliance standards.
Requirements
What you’ll need- Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
- 2+ years in IT support or help desk leadership. Prior experience in an accounting firm strongly preferred.
- Proficiency in Windows OS, Office 365, Azure, and AVD.
- Familiarity with Zendesk ticketing system.
- Experience with listed accounting firm applications.
- Strong communication and servant leadership qualities.
- Ability to work collaboratively and lead from the front.
Benefits
Comp & perks- 3 weeks paid vacation, wellness days, and holidays.
- Business Casual dress code.
- Fitness membership discounts.
- Continuing education opportunities.
- Competitive salary and bonus program.
- 401k with match.
- Comprehensive medical, dental, and vision coverage.
- Tuition and certification reimbursement.
- Cell phone reimbursement.
- Volunteer days.
- Coaching and mentoring programs.
- Social events.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Windows OSOffice 365AzureAzure Virtual DesktopZendesktroubleshootingticket resolutionhelp desk metricsuser account managementIT security compliance
Soft Skills
servant leadershipcollaborationteam culturementoringcommunicationteam successproblem-solvingorganizational skillsleadershipadaptability
Certifications
Bachelor’s degree in ITBachelor’s degree in Computer Sciencerelated field degree