Über
direct hire
position. You will be based in an area
southwest of Boston (Canton/Norwood/Walpole general area)
with oversight for locations in
MA, MD, VA, and RI
(potential future expansion to other NE states).
You will travel to various locations,
as needed ( majority of travel will be day trips, with approx. 20% overnight trips). Excellent benefits include: 10% target bonus, 401k match, stock awards, flex time, paid training, etc. RESPONSIBILITIES: Lead, mentor, and supervise 20+ IT Support Techs and ensure the delivery of an exceptional IT Service Experience Manage daily Helpdesk operations, including staff schedules & workload distribution Ensure prompt response & resolution of incidents/service requests while monitoring ticket queues & performance metrics Establish & enforce Helpdesk policies, procedures, & SLAs Act as primary escalation point for complex or critical technical issues Identify recurring technical issues & implement root-cause solutions to improve stability Maintain & improve internal documentation, Knowledgebase, & SOPs Oversee onboarding & ongoing training programs for IT Technicians Prepare reports & executive dashboards re: Helpdesk performance, trends, improvement areas Coordinate with other IT teams to resolve system-wide problems & ensure compliance Collaborate with various depts. to ensure IT support alignment with business goals REQUIRED: 1+ years as an IT Support/Help Desk Manager, including hire/fire responsibility 5+ years of hands-on IT Support or Helpdesk experience Strong technical understanding of IT systems, hardware, software, & networks Ability to mentor & train new IT Technicians Experience with ITSM systems & remote support tools Experience in data management & reconciliation Strong analytical, problem-solving, communication, & customer service skills Must have a driver mindset with a high sense of urgency in a fast-paced environment Must pass a background check & drug test (excluding THC) Must have a valid driver's license, reliable vehicle, & clean driving record PREFERRED: ITIL certifications Budgeting & vendor management experience SLA & KPI management experience Cybersecurity compliance knowledge W2 ONLY; NO 3rd Parties, C2C, or Visa Sponsorship
Sprachkenntnisse
- English
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