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Deskside Support Manager

Woodland Park, CO 80863

Posted: 05/25/2023 Industry: Information Technology Job Number: 46408

Job Description

Our client is seeking a Deskside Support Manager for a contract to hire scenario. The Deskside Support Manager will manage the IT Support Desk team, who are responsible for general IT Help Desk duties taking phone calls and providing desk side support. This candidate will be responsible for leading, organizing and managing the Help Desk Department: including hiring, training, evaluation, guidance, discipline and development. Excellent communication skills, both written and verbal, as well as previous experience meeting with senior staff to help define, solve and implement technology solutions within a timely manner across multiple departments/locations is a must. Due to the nature of this role, the ideal candidate will have a good understanding of the vision and have experience managing within an IT department of a large organization.

  • Manage all IT Help Desk related needs, initiatives and operation
  • Manage and monitor Help Desk projects and activities related to the IT Help Desk department in a timely manner and provide periodic progress reports to the IT Operations Manager
  • Meet regularly with Help Desk staff to define, develop and review goals, initiatives and challenges regarding the IT Help Desk department
  • Responsible for managing the IT Help Desk department staff; including hiring, training, evaluation, guidance, discipline and development of staff
  • Provide support to the IT Operations Manager on all related IT department development efforts
  • Manage the development and documentation of Help Desk policies, procedures, workflows (SLAs) and standardizations
  • Proactively reach out to other departments to understand and help facilitate all IT needs and initiatives.
  • Manage/maintain a current inventory of all technical assets in relation to the current users of those assets
  • Prioritize and coordinate with other IT department Managers/Supervisors on tasks and projects
  • Other tasks as needed
  • B.S. in Computer Science or 8+ years of increasing IT Administration and Management responsibility in a multi-system, multi-platform environment
  • Experience managing and leading a Help Desk Department in a multi-site international company
  • Proven IT process improvement and documentation skills
  • Ability and willingness to work evenings and weekends as needed
  • 6+ years combined experience in technical support, backups, data protection, emergency recovery, telephony VOIP systems, Office 365, budgeting, purchasing/budget and help desk management
  • Good understanding in supporting Office 365, Windows and MAC operating systems, ticketing systems, Active Directory, protection, disaster recovery plans, backups, antivirus and print servers
  • IT Department structure and planning experience within a multi-site international organization as it relates to defining and providing organizational solutions, staff and support infrastructure to meet the technology requirements defined by department types, sizes and job roles
  • Managing daily help desk operations including analyzing workflow, developing standards and procedures, ensuring projects are progressing, creating/managing budgets, negotiating contracts, and prioritizing deadlines with an emphasis on aligning with firm objectives
  • Ability to write technical job descriptions and interview applicants for different roles within the Help Desk Department
  • Thorough knowledge of ManageEngine a plus
  • Ability to establish and maintain effective working relationships with Helpdesk Technicians and other department managers/supervisors
  • Ability to handle a wide variety of duties with minimal supervision
  • Managing, developing, administering and supporting a Windows/MAC Help Desk environment across multiple sites
  • Managing corporate wide projects from conception to completion
  • Developing IT job descriptions and hiring/managing Help Desk staff for different skill levels
  • Managing IT budget/purchases
  • Managing 4 or more staff
  • $25-$35/hr
Kavaliro provides Equal Employment Opportunities to all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Kavaliro is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Kavaliro will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please respond to this posting to connect with a company representative.


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