Information Technology Help Desk Manager

Rosendin

McKinney (TX)

On-site

USD 95,000 - 120,000

Full time

12 days ago

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Benefits offered by this job

ESOP – Employee Stock Ownership

401 K

Annual bonus program

17 PTO days + 10 holidays

Life/AD&D Insurance and Voluntary Life

Disability Income Protection

Pre-tax Flexible Spending Plans

Charitable Giving Match

Job summary

Rosendin is seeking an IT Helpdesk Manager in the United States to supervise the Helpdesk and lead the technical support staff. You will ensure outstanding customer service and deliver direct IT services across Rosendin employees, while aligning with IT policies.

The role involves managing tickets, analyzing patterns, and training staff on new hardware and software. Travel up to 20% is required, with a focus on cross-department collaboration.

Qualifications

Bachelor's degree required or combination of education and relevant experience.
Advanced knowledge of Active Directory and Windows 7/10 is essential.
Strong network troubleshooting and VPN experience.
Excellent analytical, problem-solving, and customer-service skills.

Responsibilities

Supervise the Helpdesk staff, set schedules, priorities, and provide direction.
Manage helpdesk policies, procedures, and ticket workflows.
Track, escalate, and resolve tickets; monitor metrics and trends.
Deliver outstanding customer service and ensure timely issue resolution.

Skills

Active Directory

Windows 7/10

Office 2010+

Network troubleshooting

VPN client

Analytical thinking

Troubleshooting

Customer service

Team leadership

Education

Bachelor's degree in IT/CS or related

Tools

Oracle

Job description

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 needed
Manage policies and procedures for helpdesk
Manage help tickets, i.e., ticket assignment, prioritization, escalation, and resolution
Gather and analyze metrics to benchmark the helpdesk workload/performance and identify trends in call center issues
Promote 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 satisfaction
Train helpdesk staff on operational procedures and troubleshooting techniques. Provide training on new hardware and or software applications as requested
Establish and maintain an environment conducive to team building and cross-departmental communication
Ensure that staff provides timely and considerate customer service to end users by fielding helpdesk calls and resolving technical issues
Analyze and identify trends in issues reported and devise preventative solutions
Do root cause analysis on major issues
Other duties and defined by the manager
The 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 unit

WHAT YOU’LL NEED TO BE SUCCESSFUL:

Advanced knowledge of Microsoft Active Directory and Windows 7 & 10
Advanced knowledge of Microsoft Office 2010 and newer
Network troubleshooting and working with VPN client software
Analytical and problem-solving/troubleshooting skills required
High level of performance in a dynamic and fast-paced team environment
Willing to take a hands-on approach to ensuring optimal customer service
Establish and maintain an effective follow-up system to ensure timely and accurate handling of information requests
Demonstrated ability to use discretion and sensitivity when handling confidential information
Demonstrated success taking direction and working independently
Builds and maintains solid work relationships with all levels of staff and senior management
Proficient in using a computer and Microsoft Office (Outlook,Word,Excel,etc.); Oracle preferred
Prioritize and manage multiple tasks, changing priorities as necessary
Work under pressure and adapt to changing requirements with a positive attitude
Oral and written communication skills as required for the position
Self-motivated, proactive and an effective team player
Interact effectively and professionally with all levels of employees, both management and staff alike, vendors, clients, and others

WHAT YOU BRING TO US:

Bachelor's degree in Information Technology, Computer/Information Science, or related discipline
Can be a combination of education, training, and relevant experience

TRAVEL:

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 such as fluorescent lighting and air conditioning
Noise 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.