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Welch Fluorocarbon Inc. · 9 hours ago

IT Helpdesk Manager

Newburyport, MA, US

Full-time

Onsite

Senior Level

$100K/yr - $120K/yr

5+ years exp

UFP Technologies is a designer and custom manufacturer of comprehensive solutions for medical devices and packaging. The IT Helpdesk Manager leads the IT helpdesk team, ensuring efficient resolution of technical issues and providing a seamless IT experience for associates while aligning with organizational goals.

ChemicalHealth CareManufacturingMedical DevicePlastics and Rubber Manufacturing

No H1B

Responsibilities

Leads and mentors the IT helpdesk team, including scheduling, performance evaluations, and professional development

Oversees operations of the IT helpdesk, ensuring timely and effective issue resolution

Implements and maintains IT support tools and technologies, such as ticketing systems and knowledge bases

Manages all helpdesk service responsibilities associated with computer services, phones, printers, mobile devices, software troubleshooting, and software installation

Supports routine administration of operating systems including user account creation, monitoring, security and maintenance

Recruits, onboards, and trains helpdesk staff to establish and maintain a high-performing team

Promotes a culture of customer service excellence and collaboration

Leads process improvement to improve the user experience

Assists other IT staff with administration of e-mail, anti-virus, helpdesk and other applications

Provides functional guidance, training and confers with system users regarding problem resolution

Coordinates with IT service providers and suppliers for related purchases

Resources a process to monitor the helpdesk after hours. Depending on the severity of the issue, enable resolving the issue after hours including being on call typically one week per month in the off hours

Acts as an escalation point of complex or unresolved issues

Develops and enforces standard operating procedures (SOPs) and ensures adherence to service-level agreements (SLAs)

Monitors and analyzes helpdesk metrics and KPIs to identify trends, improve performance, and report outcomes

Continuously assesses and improves helpdesk processes to enhance efficiency and service quality

Serves as the primary liaison between the helpdesk team and other departments

Ensures compliance with company policies, standards, and security protocols

Performs all other duties as assigned or needed

Qualification

Microsoft desktop technologiesMicrosoft network technologiesIT support toolsMicrosoft technical certificationsCustomer service orientation

Required

Bachelor's degree in information technology or related discipline, and 5 years combined experience with Microsoft desktop and network technologies, or equivalent combination of education and experience

Microsoft technical certifications or equivalent experience

Proven customer service ability and orientation

Occasional travel to meet with helpdesk team members is required

Benefits

Medical, Dental, Vision, Life, Disability Insurance

401K with a matching contribution

Paid time off

Paid holidays

Employee discounts

And much more!

Company

Welch Fluorocarbon Inc.

For over 35 years, Welch Fluorocarbon has specialized in providing thermoformed components to the medical industry by utilizing thin high performance films.

Founded in 1985

Dover, New Hampshire, USA

11-50 employees