Base8 Inc Looking for Service Desk Manager / Team Lead – Remote at Remote

Base8 Inc; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

Join a forward-thinking company as a Service Desk Manager, where your expertise in IT infrastructure support and customer service will shine. This remote position offers the opportunity to collaborate closely with teams across the United States and Canada, ensuring superior service delivery and satisfaction. You will play a pivotal role in managing IT support operations, implementing effective solutions, and leading a dynamic team. If you're passionate about technology and have a knack for strategic planning, this is your chance to make a significant impact in a rapidly expanding organization that values innovation and teamwork.

Qualifications

• 8+ years of IT/MSP experience with strong customer service focus.
• Professional IT certifications like MCP, MCSA, or MCSE are required.

Responsibilities

• Communicate effectively to meet customer expectations and satisfaction.
• Assist the service desk team in design and development tasks.

Skills

IT Infrastructure Support

Customer Service

Communication Skills

Windows Server Administration

Patch Management

PowerShell Scripting

Virtualization (VMWare)

Active Directory Management

Exchange Server Management

Network Troubleshooting

Education

Professional IT Certifications (MCP, MCSA, MCSE)

8+ years IT/MSP experience

Tools

Ticketing Systems

Centralized Monitoring Tools

Veeam Backups

Office 365

Job description

Position: Service Desk Manager / Lead

Location: Remote

Who We Are:
Base8 provides technology and business consulting services to companies throughout the US and Canada. We like to work with businesses that are serious about scaling, risk management, and developing mature processes – ones that are looking for a modern, sophisticated, trustworthy, friendly, high-quality (yet still affordable) technology and business partner.

Who You Are:
This position will be Remote, but you will work closely with the United States and Canada teams through video chat, instant messaging, e-mail, phone, and our software. It is essential that you have excellent communication skills in English, both written and oral. We are a fast-paced company expanding rapidly, and we are seeking team members who will share our vision for the future and work collaboratively to accomplish Base8’s goals. We pride ourselves on providing superior service to our clients, which includes attention to detail, following the processes in place, and being able to adapt to various situations.

Roles and Responsibilities:

1. Communicate with all parties in a constructive manner to guarantee customer expectations are met.
2. Perform customer follow-up to verify the final resolution and determine satisfaction level.
3. Interface with appropriate technical personnel for customer problems that cannot be resolved effectively.
4. Provide accurate reports and metrics to company management on the status and budget of ongoing projects and agreements.
5. Assist the service desk team in design and development tasks.
6. Experience in IT Infrastructure Support management in the Production Environment.
7. Proficient in Implementing, Configuring, and Administering Windows standalone Cluster NLB servers.
8. Migration of Windows 2008/2012/2016 domains and planning a rollback in case of failure in migration.
9. Managing Firmware/software updates on Production Servers and Hardware Devices.
10. Knowledge of handling Centralized Monitoring.
11. Knowledge of Patch Management and Scripting (PowerShell).
12. Knowledge of enterprise-class infrastructure software such as anti-virus, backup, hardware technologies SAN, NAS, Storage, and related client-side software.
13. Knowledge of Virtualization (VMWare) is a plus.
14. Working with Active Directory and Exchange to create/modify/terminate accounts.
15. Group Policy Planning & Deployment.
16. Configuring and managing Exchange Server, proficient in Office 365 migrations would be a plus.
17. Configuring and managing Veeam backups is a plus.
18. Develop and maintain automation scripts for solution patching.

Knowledge, Skills, and Abilities Required:

1. 8+ years of IT/MSP experience, with a ticketing system.
2. Professional IT Certifications, such as Microsoft MCP, MCSA, or MCSE, etc.
3. Knowledge and experience in cross-functional management methods and techniques.
4. Knowledge of industry applications, processes, software, and equipment.
5. Strong organizational, presentation, and customer service skills.
6. Skills in strategic planning with an ability to think ahead and make long-term plans.
7. Strong leadership skills with a strong customer orientation.
8. Understanding of support tools, techniques, and how technology is used to provide services.
9. Excellent communication skills in English, both written and oral.
10. Effective communication and interpersonal skills.
11. Interpersonal skills: such as telephony skills, communication skills, friendliness, active listening, and customer-care.
12. Solid working knowledge of Internet standards and protocols (DNS, TCP/IP, etc.).
13. Troubleshooting workstations, printers, and other peripherals.
14. Ability to multi-task and adapt to changes quickly.
15. Understanding of support tools, techniques, and how technology is used to provide services.
16. Self-motivated with the ability to work in a fast-moving environment.
17. Knowledge of Network Switches and firewalls would be a plus.
18. Certifications for Windows Server technology (MCITP) and ITIL concepts would be an added advantage.