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UFP Technologies · 1 day ago

IT Helpdesk Manager

Newburyport, MA

Full-time

Hybrid

Senior Level

$100K/yr - $120K/yr

5+ years exp

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

Health CareManufacturingMedical Device

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 helpdesk managementMicrosoft 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