Help Desk Manager

Full time
Roatán
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The Help Desk Manager will lead a team of customer focused technicians across multiple sites supporting employees from all business functions. The Help Desk is critical toensuring all employees are able to complete their duties as efficiently as possible.

Job Duties and Responsibilities:

 Manage the help desk staff (employees and external contractors) and evaluate performance

 Triage incoming support requests and assign to appropriate team members

 Oversee the onboarding and initial technology training of new Boxer employees

 Ensure customer service is timely and accurate

 Analyze and perform advanced maintenance and repairs of personal computer hardware, software, and peripherals for enterprise customers, including remote users and sites

 Recruit, train and support help desk representatives and technicians

 Oversee the PC life cycle – forecasting, purchasing, imaging, deploying, migrating, and retiring

 Maintain current knowledge of Windows 10, MacOS, and Office 365

 Experience with EDR tools such as Microsoft Defender for Endpoints (MDE) and/or Carbon Black

 Support and troubleshoot video conferencing issues (Teams, Zoom, etc.) on PCs and in conference room environments

 Active Directory administration of individual and group accounts

 Maintaining accurate and up-to-date equipment inventory and configuration details

 Support software asset management including license compliance and configuration management, packaging and imaging by leveraging tools such as Microsoft SCCM and Intune.

 Tracks all software licensing and responds to audit inquiries regarding software licensing

Knowledge, Skills and Abilities:

 Proven work experience as a Help Desk Manager

 Hands on experience with help desk ticketing, imaging and remote-control software

 Solid technical background with an ability to give instructions to a non-technical audience

 Customer-service oriented with a problem-solving attitude

 Excellent written and verbal communications skills

 Team management skills

 Bachelor’s degree in Computer Science, Information technology or a relevant field

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