Senior Help Desk Manager Jobs

Experience, Educational Requirements and Certifications

Competencies (Knowledge, Skills, and Abilities)

Own lifecycle management of hardware, maintain stock and protocol for consumable supplies, facilitate repair/replacement/maintenance of circulating equipment and technology-equipped facilities.

1-2 years of IT support experience; 2+ years customer service with demonstrated IT knowledge may be substituted.

At least one of the following industry certifications are preferred (demonstrated relevant experience may also be considered):

We offer a full suite of benefits, including:

Track all activities through the Helpdesk management system.

Troubleshoot hardware and software issues as reported by TFE employees including a large remote sales force.

Contribute to the technical document library. Develop procedures and knowledge articles for new issues or configurations.

Assist users via multiple modes of communication utilizing remote desktop and other technologies as well as deskside support.

Drive solutions through to completion and manage expectation to avoid conflict or potential issues.

Direct experience supporting Windows 10, Microsoft Office 2010/2013/2016 and Office 365 in an Active Directory environment.

8 - 10 years of IT helpdesk/service desk including supervisory experience or a combination of education, training, and progressive work experience.

On call rotation for 24x7 management support is required.

Current information technology technical knowledge is preferred. A background in call center operations, ITIL Foundational or Professional certification is a plus.

Must have experience handling problem escalations and notifications and works well in a fast-paced and dynamic environment.

Uses metrics and data driven decision-making to arrive at correct tactical decisions and process improvement.

Takes initiative in new or challenging situations.