Job Information
Robert Half Help Desk Manager | Tech Support Lead in Urbandale, Iowa
Description
We are seeking a skilled and experienced Help Desk Lead Manager to oversee our team of Tier 1 technical support specialists. As a Help Desk Lead Manager, you will play a pivotal role in ensuring the timely and effective resolution of technical issues for our employees and contractors. You will also be responsible for mentoring and developing your team to ensure they have the skills and knowledge they need to provide exceptional customer service.
Essential Duties and Responsibilities:
Manage and oversee a team of Tier 1 technical support specialists (3 employees)
Provide hands-on technical support to employees and contractors
Automate processes to improve efficiency and productivity - DevOps preferred
Identify opportunities for automation and make recommendations
Mentor and develop your team members
Handle walk-up support
Troubleshoot and resolve O365, Active Directory, shared drive, printer, hardware, and headset issues
Onboard and offboard new contractors and reprovision their laptops
Escalate potential security issues to the IT Freedom team
Maintain a strong understanding of security best practices
Use JIRA to track and manage tickets
Requirements
Atlassian Jira, JIRA, Jira Service Desk, Provide Technical Support, Technical Support, Team Management, Team meetings, DevOps, Devops Automation, Devops strategy, Mentoring New Hires, Reset Passwords, Active Directory, Azure Active Directory, Onboarding
Job Title: Help Desk Lead Manager
Location: Urbandale, Iowa
Reports To: IT Director
Summary:
We are seeking a skilled and experienced Help Desk Lead Manager to oversee our team of Tier 1 technical support specialists. As a Help Desk Lead Manager, you will play a pivotal role in ensuring the timely and effective resolution of technical issues for our employees and contractors. You will also be responsible for mentoring and developing your team to ensure they have the skills and knowledge they need to provide exceptional customer service.
Essential Duties and Responsibilities:
Manage and oversee a team of Tier 1 technical support specialists
Provide hands-on technical support to employees and contractors
Automate processes with PowerShell to improve efficiency and productivity
Identify opportunities for automation and make recommendations
Mentor and develop your team members
Handle walk-up support
Troubleshoot and resolve O365, Active Directory, shared drive, printer, hardware, and headset issues
Onboard and offboard new contractors and reprovision their laptops
Escalate potential security issues to the IT Freedom team
Maintain a strong understanding of security best practices
Use ZenDesk and JIRA to track and manage tickets
Use TeamViewer and Zoom to remotely access and troubleshoot computers
Qualifications:
Bachelor's degree in Computer Science or a related field
5+ years of experience in technical support, with a focus on Tier 1 support
Proficient in Devops
Strong understanding of O365, Active Directory, shared drives, printers, hardware, headsets, and security best practices
Experience with JIRA
Excellent communication and interpersonal skills
Proven ability to lead, mentor, and develop a team
Ability to work independently and as part of a team
Technology Doesn't Change the World, People Do.®
Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
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