Information Technology Help Desk Manager

Why Rosendin?Committed. Innovative. Engaged.If you’re looking to take your career to the next level and work with some of the best and brightest in the industry, we want to hear from you. Since our founding over 100+ years ago, Rosendin has been driven to positively impact the communities where we live and work. We are an organization built on integrity and we have a culture that empowers people, embraces diversity, and inspires everyone to do their best. As one of the largest EMPLOYEE-OWNED electrical contractors in the United States, you will have the unique benefit of being a shareholder at a company that is experiencing tremendous growth and success. When our people succeed and fuel our success, we reward them. We'd love to have you as a shareholder!YOUR NEXT OPPORTUNITY:The IT Helpdesk Manager is responsible for supervising the Helpdesk and managing the technical support staff. The IT Helpdesk Manager is responsible for ensuring an outstanding level of customer service by providing direct IT services and support to all Rosendin employees.WHAT YOU’LL DO:Supervise the Helpdesk support staff by defining and establishing schedules, setting priorities, providing support/direction, and dealing with administrative issues as neededManage policies and procedures for helpdeskManage help tickets, i.e., ticket assignment, prioritization, escalation, and resolutionGather and analyze metrics to benchmark the helpdesk workload/performance and identify trends in call center issuesPromote excellent customer service, effective response times and provide expert insights into general support issues. Enforce quality of service guidelines for dealing with customers, completing services, and overall customer satisfactionTrain helpdesk staff on operational procedures and troubleshooting techniques. Provide training on new hardware and or software applications as requestedEstablish and maintain an environment conducive to team building and cross-departmental communicationManage IT inventoryEnsure that staff provides timely and considerate customer service to end users by fielding helpdesk calls and resolving technical issuesAnalyze and identify trends in issues reported and devise preventative solutionsDo root cause analysis on major issuesOther duties and defined by the managerThe duties and responsibilities are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing and other duties will be assigned based on the position’s role within the business unitWHAT YOU’LL NEED TO BE SUCCESSFUL:Advanced knowledge of Microsoft Active Directory and Windows 7 & 10Advanced knowledge of Microsoft Office 2010 and newerNetwork troubleshooting and working with VPN client softwareAnalytical and problem-solving/troubleshooting skills requiredHigh level of performance in a dynamic and fast-paced team environmentWilling to take a hands-on approach to ensuring optimal customer serviceEstablish and maintain an effective follow-up system to ensure timely and accurate handling of information requestsDemonstrated ability to use discretion and sensitivity when handling confidential informationDemonstrated success taking direction and working independentlyBuilds and maintains solid work relationships with all levels of staff and senior managementProficient in using a computer and Microsoft Office (Outlook,Word,Excel,etc.); Oracle preferredPrioritize and manage multiple tasks, changing priorities as necessaryWork under pressure and adapt to changing requirements with a positive attitudeOral and written communication skills as required for the positionSelf-motivated, proactive and an effective team playerInteract effectively and professionally with all levels of employees, both management and staff alike, vendors, clients, and othersWHAT YOU BRING TO US:Bachelor's degree in Information Technology, Computer/Information Science, or related disciplineMinimum 2years’ management experienceMinimum 7+years ’IT experienceCan be a combination of education, training, and relevant experienceTRAVEL:Up to 20%WORKING CONDITIONS:General work environment – sitting for long periods, standing, walking, typing, carrying, pushing, bending. Work is conducted primarily indoors with varying environmental conditions such as fluorescent lighting and air conditioningNoise level is usually low to medium; it can be loud on the jobsite.We fully comply with the ADA and applicable state law, including considering reasonable accommodation measures that may enable qualified disabled applicants and employees to perform essential functions.Occasional lifting of up to 30 lbs.Rosendin is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. Employment decisions are considered regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, pregnancy, age (over 40), or any other categories protected by applicable federal, state, or local law.YOU Matter – Our Benefits ESOP – Employee Stock Ownership401 KAnnual bonus program based upon performance, profitability, and achievement17 PTO days per year plus 10 paid holidaysMedical, Dental, Vision InsuranceTerm Life, AD&D Insurance, and Voluntary Life InsuranceDisability Income Protection InsurancePre-tax Flexible Spending Plans (Health and Dependent Care)Charitable Giving Match with our Rosendin Foundation