Help Desk Manager - Must Have MSP experience!

Talantir; EUA; Teletrabalho; USD 80 000 - 90 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

401(k)

Dental insurance

Health insurance

Paid time off

Vision insurance

Resumo da oferta

Talantir is seeking a dynamic Help Desk Manager with MSP expertise to lead our IT support team and oversee daily operations. You will manage incidents across Windows, macOS and Linux environments, coordinate escalations, and optimize service delivery for multiple clients.

You will oversee ServiceNow, Jira, and BMC Remedy usage, while implementing best practices for desktop support, networking, and security. Strong leadership and client-facing skills are essential in this fast-paced role.

Qualificações

• Experience leading help desk operations in an MSP environment.
• Strong understanding of LAN/WAN, VPNs, firewalls, and common IT infrastructure.
• Proficient across Windows, macOS and Linux support.
• Hands-on with ServiceNow, Jira or BMC Remedy ticketing systems.
• Excellent communication and leadership to guide teams and clients.

Responsabilidades

• Lead and coordinate the help desk team to deliver prompt, professional technical support.
• Manage escalations for software, hardware, networks and security issues.
• Oversee tickets in ServiceNow, Jira, and BMC Remedy to track progress.
• Develop best practices for desktop support and network administration.
• Collaborate with clients to understand IT needs and provide guidance.
• Monitor performance metrics and drive customer satisfaction.
• Ensure security standards via firewall, VPN configurations and cyber measures.

Conhecimentos

MSP experience

Networking concepts

Windows

macOS

Linux

Leadership

Communication

IT support

Problem solving

Ferramentas

ServiceNow

Jira

BMC Remedy

Descrição da oferta de emprego

Job Overview

We are seeking a dynamic and experienced Help Desk Manager with proven MSP (Managed Service Provider) expertise to lead our IT support team. In this pivotal role, you will oversee daily help desk operations, ensuring exceptional technical support and seamless management of IT infrastructure for our clients. Your leadership will drive efficiency, foster excellent customer service, and uphold high standards of technical excellence across diverse environments. If you thrive in fast-paced settings and possess a passion for empowering teams to deliver top-tier IT solutions, this is the opportunity for you!

Responsibilities

• Lead and coordinate the help desk team to deliver prompt, professional technical support across various platforms including Windows, macOS, and Linux operating systems.
• Manage escalations effectively, ensuring complex issues related to software troubleshooting, computer hardware, network connectivity (LAN/WAN), VPNs, firewalls, and other IT infrastructure are resolved swiftly.
• Oversee ticketing systems such as ServiceNow, Jira, and BMC Remedy to track incidents, requests, and problem resolution progress.
• Develop and implement best practices for computer management, desktop support, and network administration to optimize service delivery.
• Collaborate with clients to understand their IT needs, providing strategic guidance on operating systems, software applications like Microsoft Office suite, and security protocols.
• Monitor help desk performance metrics to identify areas for improvement while maintaining high customer satisfaction levels.
• Ensure compliance with security standards by managing firewalls, VPN configurations, and other cybersecurity measures.

Qualifications

• Extensive MSP experience with a proven track record managing help desk operations in a managed services environment.
• Strong knowledge of computer networking concepts including LAN/WAN architecture, VPN setup, firewalls, and network troubleshooting.
• Proficiency in supporting multiple operating systems such as Windows (including server environments), macOS, and Linux.
• Hands-on experience with IT support tools like ServiceNow, Jira, BMC Remedy or similar ticketing platforms.
• Excellent communication skills with the ability to translate technical information into clear guidance for clients and team members.
• Demonstrated leadership skills in managing help desk teams while fostering a collaborative environment focused on customer service excellence.
• Technical expertise in computer hardware management, software troubleshooting, desktop support procedures, and overall IT infrastructure maintenance. Join us to lead a passionate team dedicated to delivering innovative IT solutions! Your expertise will empower organizations through reliable support and cutting-edge technology management—making a real difference every day!

Pay

Pay: $80,000.00 - $90,000.00 per year

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s)

• Are you currently working?
• In which industry are you currently working or recently worked?
• What's your favorite KPI?
• Do you have Dental IT experience?

Work Location: Remote