Helpdesk Manager

BGB Group

New York, NY, United States
Base: $75,000-$105,000; bonus/equity: not specifie...
On-site
Oversee it helpdesk ticket intake and resolution
Manage slas and service excellence metrics
Troubleshoot hardware software and networking issues
The Helpdesk Manager is responsible for leading day-to-day IT helpdesk operations to ensure timely support for all end-user technology needs

Job Summary

  • The Helpdesk Manager is responsible for leading day-to-day IT helpdesk operations to ensure timely support for all end-user technology needs.
  • This role requires collaborating closely with infrastructure and engineering teams to resolve complex issues and enhance system performance.
  • The position is a hybrid role requiring the individual to work 4-5 days per week on-site at the Midtown NYC office.

Matching Summary

The Helpdesk Manager is responsible for leading day-to-day IT helpdesk operations to ensure timely support for all end-user technology needs.

Salary

Base: $75,000-$105,000; Bonus/Equity: Not specified; Benefits: Not specified

Skills & Requirements

Must-have

  • Oversee IT helpdesk ticket intake and resolution
  • Manage SLAs and service excellence metrics
  • Troubleshoot hardware software and networking issues
  • Support onboarding offboarding and asset management
  • Maintain knowledge base documentation and SOPs
  • Perform patch management and desktop imaging

Nice-to-have

  • Experience mentoring IT support teams
  • Familiarity with ITIL frameworks
  • Strong customer service orientation
  • Ability to prioritize tasks in fast-paced environment
  • Exposure to audio visual infrastructure

Key Requirements

  • 3-5 years of IT support experience
  • 1-2 years in leadership capacity
  • Knowledge of Windows macOS iOS Android
  • Experience with Office 365 and SaaS applications
  • Understanding of TCP/IP Wi-Fi VPN fundamentals

Work Rights

Not specified

Tailored Resume

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