help desk manager

Ten4

<div>
 
 
 
 
 
 OpDecision is Hiring!&nbsp;
 
 
 
 
 
 
 
 
 
 
 OpDecision, a Ten4 company, works with businesses to reduce their&nbsp;wireless bills,&nbsp;with average savings of over 40%. We also offer lifecycle management of wireless devices,&nbsp;providing world-class troubleshooting and activation services.
 
 
 
 
 
 
 
 
 
 The Wireless Help Desk Manager oversees our Tier 1 Support Specialists, who are responsible for lifecycle management of our customer&rsquo;s wireless devices, including activating cell phones, ordering devices, basic troubleshooting, and more.&nbsp;
 
 
 OpDecision provides a great benefits package and 4 weeks of PTO to start!&nbsp;
 
 
 
 
 <ul>
 <li>
 
 
 
 
 
 Eight paid company holidays
 
 
 
 
 
 </li>
 <li>
 
 
 
 
 
 PTO for your birthday
 
 
 
 
 
 </li>
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 Health/dental/vision insurance
 
 
 
 
 
 </li>
 <li>
 
 
 
 
 
 401(k)
 
 
 
 
 
 </li>
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 Tuition reimbursement/professional development
 
 
 
 
 
 </li>
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 Paid Parental Leave
 
 
 
 
 
 </li>
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 Room for growth
 
 
 
 
 
 
 </li>
 </ul>
 
 
 
 
 We are searching for a candidate that can work Monday through Friday with&nbsp;regular&nbsp;
 
 work hours of 8 am - 5 pm Eastern Time. This is a fully remote position with occassional in-office requirements.&nbsp;
 
 
 
 
 
 
 
 
 For payroll and tax purposes, candidates must live in the US from the following states: MD, NJ, FL, TX, AZ, PA, NC, CA.
 
 
 
 
 
 
 
 The starting pay range for this position is&nbsp;
 
 $70,000 - $85,000 per year
 
 ,&nbsp;depending on knowledge and experience. The rate/range provided herein is the anticipated pay at the time of hire and does not reflect future job opportunities.
 
 
 
 
 
 
 
 
 
 
 
 JOB TITLE:
 
 
 
 
 
 
 
 Wireless Help Desk Manager
 
 
 
 
 
 
 
 
 
 REPORTS TO:
 
 
 
 
 
 Director of Support Services
 
 
 
 
 
 
 
 
 
 
 &nbsp;&nbsp;
 
 
 
 
 
 
 
 
 
 
 
 
 POSITION SUMMARY:
 
 
 
 
 
 &nbsp;
 
 
 
 
 
 
 
 
 
 
 
 
 The&nbsp;Wireless Help Desk Manager oversees day-to-day operations
 
 
 
 
 
 
 of the Support Services team that provides Tier 1 mobility help desk services. This position is responsible for ensuring all internal, as well as vendor-facing and client-facing, processes are performed with accuracy, appropriate urgency, and professional communication. Additional key responsibilities include identifying opportunities for automation, cost savings, and customer service quality improvement. This role will oversee the training, coaching, and strategic processes of the Tier 1 team so they are able to successfully support our clients, hit deadlines, and achieve internal company goals. &nbsp;
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 ESSENTIAL DUTIES AND RESPONSIBILITIES:
 
 
 
 
 
 &nbsp;
 
 
 
 
 <ul>
 <li>
 
 
 
 
 
 
 Monitor, troubleshoot&nbsp;and triage Assist client phone calls, emails, and tickets.&nbsp;
 
 
 
 
 
 
 </li>
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 Ensure the responsive end user help desk support for mobility-related services Monday through Friday 8:00 am &ndash; 5: 00 pm Eastern time.
 
 
 
 
 
 <ul>
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 Open,&nbsp;respond, track, and close all tickets in a timely manner.
 
 
 &nbsp;
 
 
 </li>
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 Escalate&nbsp;a ticket issue when appropriate.
 
 
 
 
 </li>
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 Assist with&nbsp;ordering and&nbsp;activating new lines of service, suspending lines of service, administrator upgrades or replacement devices, add or remove features through the AT&amp;T, Verizon, T-Mobile, etc.&nbsp;Premier Portals.
 
 
 &nbsp;
 
 
 </li>
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 Promptly update&nbsp;the internal&nbsp;customer ticketing system.
 
 
 &nbsp;
 
 
 </li>
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 Learn each Assist account to properly support their needs and goals.
 
 
 &nbsp;
 
 
 </li>
 <li>
 
 
 
 
 Work closely with the Assist account managers to provide best practices discussed on monthly review calls.
 
 
 &nbsp;
 
 
 </li>
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 Attend one&nbsp;client&nbsp;audit review call per quarter.
 
 
 &nbsp;
 
 
 </li>
 </ul>
 </li>
 </ul>
 <ul>
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 Always accurately represent OpDecision and services in a professional manner.
 
 
 &nbsp;
 
 
 
 
 </li>
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 Provide excellent customer service&nbsp;in all aspects of the relationship&nbsp;with our clients including, but not limited to addressing service issues, fact gathering, and providing timely updates and resolutions.
 
 
 &nbsp;
 
 
 
 
 </li>
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 Provide management, training, and guidance to Tier 1 Support Specialists
 
 
 
 
 
 
 <ul>
 <li>
 
 
 
 
 
 
 Participate in the establishment of clear and measurable goals.
 
 
 
 
 
 
 </li>
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 Provide a positive, upbeat, and motivating presence for the team.
 
 
 
 
 
 
 </li>
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 Identify individual team member growth or challenge areas including conducting required performance reviews and providing positive mentorship.
 
 
 
 
 
 
 </li>
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 Manage, share, update and support company policies and culture, Help Desk SOP, SLA compliance, knowledge of the Wizard capabilities, ForgeOS tickets and client knowledge base, and carrier portals.
 
 
 
 
 
 
 </li>
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 Collaborate with peers sharing knowledge of B360 and Opus order processing.
 
 
 
 
 
 </li>
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 Create and monitor appropriate metrics and KPI&rsquo;s for team performance.
 
 
 
 
 </li>
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 Review and approve PTO requests from team and other HRIS functions.
 
 
 
 
 
 
 </li>
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 Ensure appropriate coverage/scheduling of Tier 1 Support Specialists
 
 
 
 
 
 
 </li>
 </ul>
 </li>
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 Provide backup support to team members as needed.
 
 
 &nbsp;
 
 
 
 
 </li>
 </ul>
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 Keep Directors/executive level informed at least weekly on progress of new hires.
 
 
 
 
 
 </li>
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 Perform&nbsp;other duties and responsibilities as assigned.&nbsp;
 
 
 
 
 
 
 </li>
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 &nbsp;
 
 
 
 
 
 
 
 
 
 
 
 
 
 QUALIFICATIONS
 
 
 
 
 
 
 
 
 
 
 
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 <li>
 
 
 
 
 
 
 
 Minimum 2 years&rsquo; experience managing direct reports.
 
 
 
 
 
 
 
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 High school diploma or general education degree (GED) required, Associate&rsquo;s&nbsp;or Bachelor&rsquo;s&nbsp;Degree preferred.
 
 
 
 &nbsp;
 
 
 
 
 
 </li>
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 Minimum 2 years&rsquo; experience working in ZOHO Desk,&nbsp;ServiceNow&nbsp;or other ticketing-based solutions is required.
 
 &nbsp;
 
 
 
 
 
 
 
 
 </li>
 <li>
 
 
 
 
 
 
 
 M
 
 inimum 2 years mobile carrier experience such as&nbsp;Verizon Wireless, AT&amp;T Wireless, T-Mobile etc. is
 
 preferred
 
 .
 
 
 
 
 
 
 
 
 </li>
 <li>
 
 
 
 
 
 
 Understanding of&nbsp;Microsoft Office, particularly Excel.
 
 
 
 
 
 
 </li>
 <li>
 
 
 
 
 
 
 Must be customer-service oriented.
 
 
 &nbsp;
 
 
 
 
 </li>
 <li>
 
 
 
 
 
 
 Strong&nbsp;communication&nbsp;skills with ability to follow&nbsp;up clearly and effectively with others over the phone and email.
 
 
 
 
 
 
 </li>
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 Ability to meet SLA deadlines in a fast-paced environment.
 
 
 
 
 </li>
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 Positive outlook and ability to influence and motivate teams.
 
 
 
 
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 Must possess a strong sense of urgency and attention to detail.
 
 
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 </li>
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 Demonstrated ability to prioritize multiple tasks to meet deadlines.
 
 
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 </li>
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 Demonstrated ability to work independently and interact in a collaborative manner with other team members.
 
 
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 </li>
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 Strong critical thinking and problem-solving skills required.
 
 
 
 
 
 
 </li>
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 Occasional travel&nbsp;as&nbsp;needed.
 
 
 
 &nbsp;
 
 
 
 
 </li>
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 Must&nbsp;be authorized to&nbsp;work in the United States for any employer.
 
 
 
 
 
 
 
 </li>
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 Must be able to read,&nbsp;write,&nbsp;and speak English proficiently.&nbsp;
 
 
 
 
 
 
 
 </li>
 </ul>
 
 
 
 &nbsp;
 
 
 
 
 
 
 
 
 
 
 
 About Ten4 &amp;&nbsp;OpDecision
 
 
 
 
 &nbsp;
 
 
 
 
 
 
 
 
 
 
 
 Since 1997, Ten4&nbsp;(previously known as Distributed Computing&nbsp;or DCi) has been focused on business communications, specializing nationwide&nbsp;in both wired and wireless voice and data networks, billing&nbsp;services,&nbsp;and&nbsp;support&nbsp;monitoring. Ten4&rsquo;s mission&nbsp;is to help&nbsp;multi-site, multi-state&nbsp;clients deploy effective,&nbsp;efficient,&nbsp;and easy-to-use&nbsp;telecom management&nbsp;solutions.&nbsp;
 
 
 
 
 &nbsp;
 
 
 
 
 
 
 
 &nbsp;
 
 
 
 
 
 
 
 
 
 
 
 Equal Employment Opportunity Policy
 
 
 
 
 &nbsp;
 
 
 
 
 
 
 
 
 
 
 
 Ten4&nbsp;provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence,&nbsp;compensation,&nbsp;and training.
 
 
 
 
 &nbsp;
 
 
 
 
 
 
 &nbsp;
</div>

Help Desk Manager - Mobile Devices

Toppan Packaging Americas

<div>TOPPAN Packaging Americas specializes in designing and manufacturing sustainable, high-performance flexible and thermoformed packaging solutions for the food, beverage, medical and consumer goods industries. We offer products like transparent high barrier films, pouches, clamshells and trays, utilizing advanced technology to enhance product safety, visibility and environmental sustainability. 
 
TOPPAN Packaging Americas operates as part of the global TOPPAN group, with 22 manufacturing facilities across North America, Latin America and Europe. 
 
Want to learn more? Visit us at packaging.toppan.com 
 
Summary Description: 
The IT Help Desk Administrator is responsible for overseeing day-to-day help desk operations, ensuring timely and effective technical support for end users, and maintaining high service standards. This role is the liaison between Toppan and the MSP who provides helpdesk resources for support. This role also serves as a bridge between IT support staff and the broader IT organization, focusing on process improvement, ticket management, user satisfaction, and operational efficiency. 
 
What you&rsquo;ll be doing:<ul><li>
Work with our MSP who Administers and manages the IT help desk ticketing system, to ensure accurate tracking, prioritization, escalation, and resolution of incidents and service requests.</li><li>
Act as the primary point of contact for escalated technical issues that cannot be resolved by Tier 1 or Tier 2 support.</li><li>
Monitor help desk performance metrics (SLAs, response times, resolution times, backlog) and produce regular reports for IT leadership.</li><li>
Develop, document, and enforce help desk procedures, workflows, and support standards.</li><li>
Coordinate with infrastructure, applications, cybersecurity, and third-party vendors to ensure resolution of complex issues.</li><li>
Maintain and improve the IT knowledge base, ensuring documentation is accurate, current, and accessible.</li><li>
Support onboarding and offboarding processes, including account provisioning, hardware setup, and access management.</li><li>
Ensure compliance with IT policies, security standards, and regulatory requirements.</li><li>
Identify recurring issues and recommend root-cause fixes and process improvements.</li><li>
Participate in IT projects by providing help desk readiness, training materials, and post-deployment support.</li></ul>
Leadership &amp; Administrative Duties<ul><li>
Provide day-to-day guidance and task coordination for help desk technicians.</li><li>
Assist with training, mentoring, and onboarding of new help desk staff.</li><li>
Maintain a productive and aligned relationship with third party MSP who provide Infrastructure services, including helpdesk resources.</li><li>
Contribute to performance reviews by providing feedback on technician performance and development needs.</li><li>
Lead in the development of processes to manage major incidents.</li></ul> 
We&rsquo;d love to hear from you if:<ul><li>
Associate&rsquo;s or Bachelor&rsquo;s degree in Information Technology, Computer Science, or a related field (or equivalent experience).</li><li>
2 -3 years of experience in IT support or help desk roles,</li><li>
Strong knowledge of Windows and/or macOS environments, Microsoft 365, Active Directory, and common enterprise applications.</li><li>
Hands-on experience with IT service management (ITSM) tools (e.g., ServiceNow, Jira Service Management, Freshservice, Zendesk).</li><li>
Solid understanding of networking fundamentals, hardware troubleshooting, and endpoint management.</li><li>
Excellent communication, customer service, and documentation skills.</li></ul> 
Key Competencies<ul><li>
Customer-focused mindset with strong problem-solving abilities.</li><li>
Ability to prioritize and manage multiple tasks in a fast-paced environment.</li><li>
Strong analytical skills with attention to detail.</li><li>
Leadership, coaching, and collaboration skills.</li><li>
Ability to translate technical concepts into clear, user-friendly language.</li></ul> 
Compensation: 
 
The annual base salary range for this role is from $80,000 to $90,000 
 
At TOPPAN Packaging Americas, We offer a comprehensive Total Rewards package designed to support our employees&rsquo; overall wellbeing. This includes competitive pay, robust benefits, and programs that help you thrive both personally and professionally. Specific benefits and wellbeing programs may vary based on your work location, employment classification, or collective bargaining agreement. 
 
Benefits<ul><li>
Medical, dental, and vision coverage for you and your dependents, including FSA and HSA options</li><li>
401(k) retirement plan with company match</li><li>
Wellbeing tools and resources to support holistic health, including an Employee Assistance Program with a variety of services</li><li>
Paid time off and holidays to recreate, rejuvenate and care for the health of yourself and family</li><li>
Variety of company paid and voluntary employee-paid insurance plans including life, personal accident, and disability insurance</li><li>
Tuition reimbursement</li></ul> 
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, national origin, ancestry, ethnicity, sex (including pregnancy, childbirth, breastfeeding, and related medical conditions), gender identity or expression, sexual orientation, age, disability, genetic information, marital status, veteran or military status, citizenship status, or any other characteristic protected by applicable federal, state, or local laws. 
 
We are committed to providing a workplace where everyone feels respected, valued, and able to contribute to their fullest potential. We also provide reasonable accommodations to individuals with disabilities throughout the application and employment processes. If you require assistance or accommodation due to a disability, please contact us.</div>

IT Help Desk Administrator

IMT Insurance

<div>WHO WE ARE
IMT is proud of our heritage and will never forget where our roots are firmly planted. Locally run from its office in West Des Moines, Iowa, IMT has been a Midwest company since it was founded in Wadena, Iowa in 1884. That&rsquo;s over 140 years!
Today, IMT continues to offer a strong line of personal and commercial insurance products for which it has always been known, along with exceptional service for a competitive price. Our products are offered through Independent Agents throughout a six-state territory &ndash; Iowa, Illinois, Minnesota, Nebraska, South Dakota and Wisconsin.
IT SUPPORT MANAGER
IMT Insurance is now hiring for an IT Support Manager within our Network Services department. As an IT Support Manager, you will be responsible for leading all IT Help Desk support activities for IMT Insurance&rsquo;s employee group. You will do this with a small dedicated team across various technologies like Microsoft Windows, O365, macOS, iPadOS, Azure, Active Directory, Zoom, etc.. The team is responsible for all onboarding and offboarding of employees. This group also cross trains to cover Operations Support functions, including 1st and 2nd shift. You will facilitate employee development by coaching, motivating, and leading by example to obtain new skill sets, knowledge and troubleshooting techniques. This is a hands-on working manager position. You will manage vendor relations for products associated with end user&rsquo;s computer systems having an impact on IT's yearly budget. Apply online today!
A DAY IN THE LIFE
<ul><li>Provides oversite and escalation point for technical assistance and support related to computer systems, hardware, and software.</li>
<li>Demonstrated ability to maintain and own some smaller systems.</li>
<li>Provides direction and mentoring to Help Desk and Operations Support employees.</li>
<li>Assumes a lead role in training, documentation, and employee relations.</li>
<li>Makes sure there is adequate coverage on 1st and 2nd shift to perform vital functions.</li>
<li>Ensure that all help desk and operations support staff are cross trained in both areas to give greater employee flexibility.</li>
<li>Take an active role in support and production areas for direction and issues filling in where needed.</li>
<li>Be able to perform all functions of help desk or operations support staff.</li>
<li>Monitor department ticketing system to ensure issues are resolved in a timely manner and issues are handled appropriately.</li>
<li>Follow up with users on issues to continually improve the service delivered by the support group.</li>
<li>Ensure that the department processes are followed and up to date.</li>
<li>Maintain technical expertise and knowledge of current trends and techniques in the market.</li>
<li>Must support the IMT core values.</li>
<li>Manage vendor relationships including budgeting and negotiating agreements.</li>
<li>May manage other positions in the Network Services area outside of the Help Desk or Operations groups.</li>
</ul>
DESIRED QUALIFICATIONS
<ul><li>Associates degree with, or proven Help Desk Technician II or above comparable experience.</li>
<li>2+ years of IT Supervisor level experience preferred.</li>
<li>Proven Help Desk Technician II or above technical ability or comparable experience.</li>
<li>Comprehensive analytical and problem-solving skills required with the ability to be very detail oriented while maintaining accuracy.</li>
<li>Proven ability to lead others including delegation of work and guiding projects.</li>
<li>Ability to listen and communicate internally/externally to the customer, both verbally and in writing.</li>
<li>Ability to work well with others and consistently provide effective, timely and courteous service to the customer.</li>
<li>Ability to guide and provide proper advice to customers on products and functions.</li>
<li>Ability to prioritize the team&rsquo;s workload and simultaneously handle multiple projects.</li>
<li>Must understand system interrelations and adapt to work with any system.</li>
<li>Ability to perform physical activities of reaching, stretching, bending and moderate lifting.</li>
<li>Must possess the ability to work well with others.</li>
</ul>
BENEFITS &amp; PERKS
IMT Insurance is committed to our employees and their families. When you work for IMT, you earn far more than just a paycheck. The IMT office was new in 2018 and offers a fitness room, game room and a variety of collaboration areas. This position includes learning and development opportunities and more! Below is a list of what IMT offers our employees:
<ul><li>Medical, dental, and vision insurance, AD&amp;D insurance, 401K retirement savings accounts, spending accounts, long and short-term disability, profit share, employee assistant program and additional voluntary benefits.</li>
</ul>
The salary range for this position is $83,000.00 - $145,000.00
Starting salary will depend on level of experience
This position is not eligible for tips or commission but may be eligible for additional bonuses
<ul><li>This position requires on-site working at our office in West Des Moines</li></ul>
WHAT DEFINES US
Our vision is to provide peace of mind in the moments that matter.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant based on race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.
Our agents and customers come from all walks of life and so do we. Our goal is to hire great people from a wide variety of backgrounds, because it makes our team stronger. If you share our values and our passion for creating a Worry Free life for others, we want to talk to you!</div>

IT Support Manager

The Heritage Foundation

<div><div>Washington, DC
</div><div>Full Time
</div><div>Information Technology
</div><div>Mid Level</div></div>
 <div>Title: Service Desk Manager
Reports to: Director, Information Technology
Job Summary: The Service Desk Manager plays a crucial role in fostering positive customer interactions through excellent communication skills, a professional demeanor, and meeting the unique needs of a varied internal customer base. This individual oversees a small Service Desk team, managing day-to-day operations and providing tier 1 and 2 technical support to ensure high-quality customer service. The Service Desk Manager mentors and continuously improves the Service Desk team and enhances the overall effectiveness of the Service Desk, ensuring high levels of customer satisfaction and operational efficiency. 
Job Duties:
<ul><li>Coordinate and triage high-priority and complicated support issues to ensure timely resolution.</li>
<li>Develop and document Service Desk procedures and processes to ensure:
<ul><li>issue resolution with appropriate urgency,</li>
<li>root causes of issues are identified and addressed,</li>
<li>new learnings are integrated into Service Desk and end-user documentation,</li>
<li>customer service is prioritized in every interaction, and</li>
<li>appropriate issue data is collected within the tracking system.</li>
</ul></li><li>Implement a highly effective and workable framework for daily performance, metrics, and benchmarks that drives the continuous improvement of the Service Desk.</li>
<li>Leverage ticket metrics and survey feedback to monitor and report on Service Desk performance to management, highlighting areas for improvement.</li>
<li>Implement and enforce Service Desk policies and procedures, ensuring compliance with organizational standards.</li>
<li>Lead efforts for staff onboarding and offboarding, ensuring all employees receive consistent, exceptional customer service through established best practices and procedures.</li>
<li>Establish and manage the IT Asset Management process, ensuring accurate inventory and optimal resource utilization.</li>
<li>Create and maintain detailed process maps and knowledge base documentation to ensure consistent and efficient service delivery.</li>
<li>Supervise the Service Desk team, including managing employee schedules, ensuring availability for after-hours response.</li>
<li>Coordinate backup support to Audio Visual team for virtual meetings and events as needed.</li></ul> 
Qualifications:
Education: Bachelor&rsquo;s degree in a related field or equivalent experience is required; technical certifications aligned with Microsoft Office 365/Azure administration and/or ITIL framework certifications (V3 or V4) are preferred
Experience: 4+ of technical experience with a proven track record in a lead or supervisory capacity; experience supporting systems and devices in various environments; experience in Asset Management and Incident Management is preferred
Communication: Excellent verbal and written skills to communicate technical issues to non-technical personnel
Technology: Microsoft and Apple operating systems 
Other Requirements:
<ul><li>Understand and support the Heritage mission and vision for America, and the department&rsquo;s goals and objectives.</li>
<li>Strong troubleshooting, technical, and analytical skills.
</li><li>Excellent customer service skills and ability to manage multiple tasks at one time.</li>
<li>Ability to work onsite at headquarters in Washington, DC.</li>
<li>On-call responsibilities as required, including occasional after-hours needs.</li></ul> 
Benefits and Salary:
The Heritage Foundation offers a highly competitive benefits package that includes, but is not limited to, best-in-class health care, vision, and dental insurance, employer-sponsored retirement funding, &ldquo;take what you need&rdquo; PTO and sick leave, 14 weeks of paid leave for new moms and 6 weeks of paid leave for new dads, among other programs.
The salary range for this role is $85,000 - $100,000 annually. This range is a good-faith estimate, and the final salary offered to a selected candidate depends on a variety of factors including, but not limited to, the candidate&rsquo;s experience, education, and other qualifications; internal and external market pay for comparable jobs; and level of hire based on aforementioned qualifications.</div>

Service Desk Manager

The Home Depot

<div><div>Position Purpose:
The Product Support Manager is responsible for handling and resolving problem escalations, engaging as a Subject Matter Expert (SME) for various aspects of the IT Support business, and analyzing team performance and improvement opportunities. This role also drives engagement and operational excellence, aids in the translating Support Desk strategy into tactical execution, and determines critical knowledge and skill gaps at the team level. The Product Support Manager is responsible for guiding, challenging, and developing more junior team members from a professional development and execution perspective. 
Key Responsibilities:<ul><li>
30% Delivery &amp; Execution:</li><li>
Provides on-call support at Team Lead level in paging system</li><li>
Documents, reviews and ensures that all quality and change control standards are met</li><li>
Partners to resolve escalated technical and executive level issues</li><li>
Acts as a SME for various aspects of the Support business to ensure knowledge base articles, training, and knowledge is shared across the Support Desk Services business for VPN/Connectivity, Networking/Firewall, Security/Virus, Training/Knowledge Mgmt, Change Mgmt, Microsoft, Telepresence, etc.</li><li>
Engages, tracks, and partners with The Home Depot teams to build relationships and ensure root cause fixes are implemented</li><li>
Acts in a liaison role with vendors; engages vendors as needed to resolve or proactively remediate issues; maintains and nurtures relationships with software vendors</li><li>
Leads and manages projects within the team; provides engagement, consultation, and direction for projects outside of the team
</li><li>15% Strategy &amp; Planning:</li><li>
Drives alignment and improvement across the team by identifying and analyzing trends and roadblocks; presents findings and suggestions to leadership team</li><li>
Collaborates with peers and Senior Managers to create and communicate standards and processes that mitigate negative impact</li><li>
25% Administration &amp; Operations:</li><li>
Monitors daily business operations; assigns and delegates work to the team to meet SLAs (e.g., HPSM inboxes, CMS L2 phone queue)</li><li>
Creates and analyzes reports to help run IT Support business (daily, weekly, monthly metrics; customer satisfaction surveys, SCCM reports, Top Issues)</li><li>
Produces and updates content for knowledge base articles and training for Support Desk Level 3; leads training classes for Level 3; oversees training documentation for other levels and supports training as needed</li><li>
Assesses sets, communicates, and drives standards in quality, call handling, troubleshooting, and problem resolution best practices; serves as a resource for more junior team members on how to approach or complete this task; holds team accountable to meeting these standards</li><li>
Communicates regular pertinent product update information to keep knowledge current</li><li>
30% People:</li><li>
Provides leadership, mentoring, and coaching to the team
</li><li>Attracts, retains, and develops top talent</li><li>
Conducts annual and mid-year reviews, reviewing individual development plans and providing performance feedback</li><li>
Acts as a proponent of best practices</li><li>
Facilitates the onboarding and ramp up of new team members</li><li>
Monitors and observes team performance; partners with Senior Manager to determine areas for further training and coaching and to produce associated content</li></ul> 

Direct Manager/Direct Reports:<ul><li>
Typically reports to the Product Support Sr. Manager, Technology Director or Sr. Director.</li></ul> 

Travel Requirements:<ul><li>
Typically requires overnight travel 5% to 20% of the time.</li></ul> 

Physical Requirements:<ul><li>
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.</li></ul> 

Working Conditions:<ul><li>
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
</li></ul> 
Minimum Qualifications:<ul><li>
Must be eighteen years of age or older.</li><li>
Must be legally permitted to work in the United States.</li><li>
Must be legally permitted to work in the United States</li></ul> 

Preferred Qualifications:<ul><li>
5-7 years of relevant work experience</li><li>
Expertise in CRM or standard help desk ticketing systems, and remote monitoring and management software</li><li>
Proficient in Microsoft Office standard applications</li><li>
Expertise in troubleshooting and diagnosing networking issues and problems with modern operating systems</li><li>
Expertise in troubleshooting and diagnosing in virtualized and cloud-based environments</li><li>
Expertise in administering antivirus software</li><li>
Expertise in administering mobile devices and mobile device management systems</li><li>
Expertise in data management (backup) software and Windows Server</li><li>
Expertise in DNS, DHCP, Internet infrastructure, and IP informational tools</li><li>
Expertise in setting file permissions, email protocols (SMTP, POP), Active Directory, and Citrix Servers</li><li>
Expertise in contributing to and developing content for a knowledge database and team training documentation</li><li>
Expertise in guiding and coaching more junior team members</li><li>
Expertise in setting high standards through action</li><li>
Proficient in identifying trends and determining and applying necessary process or standard operating procedure changes to optimize efficiency and effectiveness</li><li>
Experience with selecting and engaging vendors, and establishing, nurturing, and maintaining vendor relationships</li><li>
Experience managing and growing team members in a professional setting</li></ul> 

Minimum Education:<ul><li>
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.</li></ul> 

Preferred Education:<ul><li>
No additional education</li></ul> 

Minimum Years of Work Experience:<ul><li>
5</li></ul> 

Preferred Years of Work Experience:<ul><li>
No additional years of experience</li></ul> 

Minimum Leadership Experience:<ul><li>
None</li></ul> 

Preferred Leadership Experience:<ul><li>
None</li></ul> 

Certifications:<ul><li>
None</li></ul> 

Competencies:<ul><li>
Attracts Top Talent: Attracting and selecting the best talent to meet current and future business needs</li><li>
Builds Effective Teams: Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals</li><li>
Collaborates: Building partnerships and working collaboratively with others to meet shared objectives</li><li>
Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique</li><li>
needs of different audiences</li><li>
Customer Focus: Building strong customer relationships and delivering customer-centric solutions</li><li>
Decision Quality: Making good and timely decisions that keep the organization moving forward</li><li>
Develops Talent: Developing people to meet both their career goals and the organization's goals</li><li>
Drives Engagement: Creating a climate where people are motivated to do their best to help the organization achieve its objectives</li><li>
Ensures Accountability: Holding self and others accountable to meet commitments</li><li>
Manages Conflict: Handling conflict situations effectively, with a minimum of noise</li><li>
Optimizes Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement</li><li>
Resourcefulness: Securing and deploying resources effectively and efficiently</li></ul></div> 
Apply End Date: 06/22/2026</div>

Product Support Manager (Remote)

Western State Bank

<div>At Western, &ldquo;what&rdquo; you know is important, but not as important as how you relate to teammates and customers. Out environment is based on the principals of respect, curiosity, creativity, individual empowerment, and the ability to listen effectively and communicate openly. We also believe in continual learning, bias toward action, keeping commitments, and doing our absolute best every day. We believe that our ability to deliver on our promise is a result of these high standards.
The Help Desk Team Lead is responsible for overseeing daily Help Desk operations and supporting the performance and development of Help Desk Support Specialist I staff. This position ensures consistent ticket handling, high-quality customer service, and proper documentation and routing of requests. The Team Lead serves as the first escalation point for Tier 1 issues and plays a key role in maintaining efficient workflows, improving processes, and supporting a consistent support experience for Western team members.
 Duties and Responsibilities:<div><ul><li>
Directly manages and leads Help Desk Support Specialist I staff</li><li>
Monitors and manages the daily ticket and phone queues to ensure timely response and resolution</li><li>
Ensuring tickets are properly documented, categorized, and routed according to established standards</li><li>
Serves as the first escalation point for Tier 1 issues</li><li>
Provides coaching and guidance to Tier 1 staff on troubleshooting, customer service, and ticket quality</li><li>
Assists with onboarding and training of new Help Desk staff</li><li>
Identifies trends in ticket volume and recurring issues</li><li>
Supports the development and maintenance of user-facing documentation and knowledge base articles</li><li>
Assists with handling tickets during high-volume periods as needed</li><li>
Works with Help Desk Manager to improve processes, workflows, and efficiency</li><li>
Other tasks and responsibilities as needed</li></ul></div>
High School Diploma required. Associate&rsquo;s degree, technical training, or equivalent combination of education and experience preferred.
3&ndash;5 years of experience in IT support or Help Desk roles preferred, with demonstrated experience in mentoring or leading others.
This is a full time position with benefits.
We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to provide sponsorship for visa status. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
Western State Bank is an EEO and Affirmative Action Employer. Member FDIC</div>

Help Desk Team Lead

Winsor Consulting Group, LLC

<div>
 
 Department: Service Operations
 
 
 
 Reports to: Service Operations Manager
 
 
 
 Job Description
 
 
 
 The Help Desk Administrator is a Tier 2 technician responsible for handling escalated service requests, troubleshooting complex technical issues, and providing support and mentorship to Tier 1 staff. This position plays a key role in maintaining service quality and client satisfaction by ensuring technical issues are resolved efficiently and accurately. In addition to day-to-day support duties, this role may assist with internal and client-facing projects and must maintain clear, professional communication with both clients and internal teams.
 
 
 
 Job Duties:
 
 
 
 <ul>
 <li>
 Provide advanced troubleshooting and resolution for escalated issues from Tier 1 technicians
 </li>
 <li>
 Support and resolve issues related to: o Windows and macOS operating systems
 </li>
 <li>
 Microsoft 365 (Exchange, OneDrive, SharePoint, Teams, Intune) oNetworking fundamentals (LAN/WAN, DNS, DHCP, VPN, Wi-Fi)
 </li>
 <li>
 Active Directory and Group Policy oVirtualization platforms (basic support for Hyper-V, VMware)
 </li>
 <li>
 PC/laptop hardware and peripheral devices
 </li>
 <li>
 Image, configure, and deploy workstations and laptops
 </li>
 <li>
 Deliver clear and timely updates within the ticketing system (e.g., ConnectWise Manage)
 </li>
 <li>
 Maintain high levels of customer service and professionalism in all client communications
 </li>
 <li>
 Participate in internal training and documentation efforts
 </li>
 <li>
 Provide guidance, mentoring, and support to Tier 1 Help Desk staff
 </li>
 <li>
 Identify recurring issues and recommend process or technical improvements
 </li>
 <li>
 Perform remote support using remote desktop and RMM tools
 </li>
 <li>
 Participate in the department&rsquo;s oncall rotation to provide afterhours support as needed
 
 
 </li>
 </ul>
 
 Preferred Skills:
 
 
 
 <ul>
 <li>
 Strong working knowledge of Windows desktop OS and Microsoft 365
 </li>
 <li>
 Familiarity with Exchange Online, Active Directory, and basic server administration
 </li>
 <li>
 Understanding of core networking concepts (TCP/IP, DNS, DHCP, VPN)
 </li>
 <li>
 Experience with RMM and PSA tools (e.g., ConnectWise Automate/Manage)
 </li>
 <li>
 Excellent troubleshooting and logical thinking skills
 </li>
 <li>
 Ability to clearly document work and resolutions
 </li>
 <li>
 Professional verbal and written communication skills
 </li>
 <li>
 Ability to work independently and collaboratively within a team
 </li>
 <li>
 Strong customer service orientation and attention to detail
 </li>
 <li>
 Ability to represent Winsor Consulting in a professional manner, especially during onsite engagements
 
 
 </li>
 </ul>
 
 Experience:
 
 
 
 <ul>
 <li>
 24 years of experience in a technical support role, preferably within a Managed Services Provider (MSP)
 </li>
 <li>
 Experience handling Tier 2 or escalated support requests
 </li>
 <li>
 Experience with remote desktop and remote support tools (e.g., ScreenConnect, TeamViewer)
 </li>
 <li>
 Familiarity with scripting or automation tools is a plus
 
 
 </li>
 </ul>
 
 Education:
 
 
 
 <ul>
 <li>
 Associate's Degree in Information Technology or equivalent experience. Bachelor's Degree in IT preferred.
 </li>
 <li>
 Preferred Certifications CompTIA A+, Network+, Server+, Microsoft 365 Certified: Modern Desktop Administrator Associate
 </li>
 </ul>
</div>

Help Desk Administrator

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