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Tactex Recruiting Advisors · 2 months ago

IT Help Desk Manager

United States

Full-time

Remote

Mid, Senior Level

$110K/yr - $120K/yr

2+ years exp

Tactex Recruiting Advisors is representing a growing Commercial Real Estate Investment Firm seeking an IT Help Desk Manager. The role involves overseeing the helpdesk and IT support team, ensuring effective support for remote employees and satellite offices while managing operations and team performance.

Staffing & Recruiting

Responsibilities

Oversee day-to-day helpdesk operations, including ticket queue management, workload distribution, and ensuring SLA adherence

Directly manage up to three IT support specialists, including coaching, performance reviews, and professional development

Actively work with the IT Manager to understand the organization’s overarching goals, strategic direction, and immediate priorities in order to intelligently triage, focus, and manage your own priority stack as well as team resources

Manage and maintain our existing Microsoft 365 environment including Azure AD (Entra ID), Exchange Online, Teams, SharePoint, Defender for Office 365, Conditional Access policies, SSO configurations, Intune and Autopilot

Handle escalated issues and provide hands-on support when specialists need assistance

Monitor and report on helpdesk metrics (ticket trends, response times, resolution rates, customer satisfaction)

Identify recurring problems and propose process improvements or user training solutions

Remove roadblocks preventing support staff from resolving issues efficiently

Manage vendor relationships and escalations with Microsoft, Apple, and other third-party providers

Lead the migration from Freshdesk to Jira, including workflow setup and staff training

Maintain and improve the helpdesk knowledge base with clear documentation and troubleshooting guides

Provide project management assistance and be a key technical resource, particularly for end-user facing implementations

Coordinate on-call coverage and respond to emergency situations outside business hours

Oversee software and hardware asset inventory using ManageEngine (transitioning to Intune)

Ensure cross-training among support staff to prevent knowledge silos

Assist with the support, ramp-up, and training of new team members

Be ready to take on additional responsibilities as assigned by your Team Lead

Qualification

Helpdesk managementWindows supportMacOS supportOffice 365 administrationGoogle Workspace administrationJira managementIntune familiarityMDM conceptsCustomer service skillsRemote support toolsITIL understandingConflict resolutionCommunication skillsProblem-solving skillsTeam collaboration