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Helpdesk Manager
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Helpdesk Manager

Job Description

Company Description

Apex Supply Chain Technologies is a market-leading provider of cost-saving, productivity-building Supply Chain Technology solutions to companies and suppliers of Industrial tools, Medical supplies and other Point of Use materials. Apex provides automated solutions to manage, track and control the flow of supplies, critical parts and assets. We deploy Point-of-Work Systems such as industrial vending machines and other control technologies. All of our solutions are Easy To Use, Easy To Implement and Easy To Afford.


Summary

The IT Help Desk Manager is responsible for managing our Help Desk team.  This team serves as the central point of contact between IT and internal customers, and provides technical support for their systems.  This position uses metrics to continually improve remote support quality and provide first contact resolution. 

 

Essential Duties and Responsibilities

  • Coordinates Desktop and Laptop support efforts of Help Desk personnel.
  • Oversight of day-to-day support activities including problem resolution, request fulfillment and software maintenance.
  • Daily Management and prioritization of activities to ensure high quality of support and a customer service focus.
  • Manages Help Desk staff including consultation on performance reviews, promotions, hiring and disciplinary responsibilities.
  • Responsible for assuring internal customers are provided efficient timely support in a 24x7 environment.
  • Define Enterprise Standards for the configuration and deployment of, lifecycle management and technology selection in the Laptop/Desktops, Tablet and mobile space.
  • Design, configure and build automation tools such as ServiceNow, WSUS, SCCM, Mobile Device Management to ease the management of the end-user computing environment.
  • Oversight and escalation resource for Help Desk support staff in a 24x7 environment.
  • Vendor management for key vendor partners in the End-User Computer Environment Space.
  • Maintains a central knowledge base of information.
  • Responsible for implementing standards for the configuration and deployment of Windows desktop/laptop software.
  • Researches and oversees implementation of new technologies.
  • Develops, maintains, reports on, and enforces IT Support SLAs.
  • Ensures that decisions made to improve the overall customer support of the Help Desk are continually carried through.
  • Establish key processes around end-user support including implementing an elevated support structure for the Executive Team.
  • Coordinates training requirements of Help Desk personnel.

Job Requirements

  • Management skills are required to successfully perform the planning, directing, reporting and administrative responsibilities of this position
  • Understanding and experience with supporting desktops/laptops in a multi-site Windows Active Directory environment.
  • Expertise supporting Windows 7, Windows 8 and Mac.
  • Solid knowledge of the Office 2007, Office 2010 and Office 2013 suite of products.
  • Actively support employees accessing mail via Exchange and Office 365.
  • Involvement in actively supporting a centralized computer management system, a centralized antivirus management system, and centralized mobile device management system.
  • Experience implementing best practices for desktop/laptop support.
  • Hands on experience with mobile device technology. Preferably Exchange ActivSync devices.
  • Working knowledge of DNS, WINS and DHCP within a Windows environment.
  • Good understanding of TCP/IP networking.

 

Qualifications

  • Minimum 5+ years experience performing desktop/laptop support.
  • Minimum 2+ years experience managing people in a Help Desk environment.
  • Strong verbal and written communication skills.
  • BA/BS degree in Computer Sciences or related field, a plus.

 

We offer a very competitive base salary and a full benefits package including health insurance, life, dental and a 401(k) plan with a company match.


If you are interested in this opportunity, please submit an application at the link below.

http://www.careers.apexsupplychain.com

Job Snapshot

Employment Type Full-Time
Job Type Information Technology
Education Not Specified
Experience At least 5 year(s)
Manages Others Not Specified
Industry Manufacturing
Required Travel Not Specified
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Helpdesk Manager


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