IT Helpdesk Manager
IT Helpdesk Manager
Posted on :
15-04-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
15-04-2025
Job Description
COMPANY SUMMARY
Empire State Realty Trust Inc. (NYSE: ESRT) is a NYCfocused REIT that owns and operates a portfolio of wellleased top of tier modernized amenitized and welllocated office retail and multifamily assets. ESRTs flagship Empire State Building the Worlds Most Famous Building features its iconic Observatory that was declared the #1 Attraction in the World and the #1 Attraction in the U.S. for the third consecutive year in Tripadvisors 2024 Travelers Choice Awards: Best of the Best Things to Do. The Company is the recognized leader in energy efficiency and indoor environmental quality. As of December 31 2024 ESRTs portfolio is comprised of approximately 7.8 million rentable square feet of office space 0.8 million rentable square feet of retail space and 732 residential units.More information about Empire State Realty Trust can be found at esrtreit and by following ESRT on Facebook Instagram TikTok X and LinkedIn.
POSITION SUMMARY
The IT Helpdesk Manager is responsible for leading the companys technical support team overseeing the daytoday customer service operations and ensuring the timely resolution of technical support issues. The successful candidate must be handson with strong technical acumen and a fivestar customer service focus. The IT Helpdesk Manager will also play a critical role in management and support of the companys helpdesk software and partner with the network cyber and application teams to ensure support SLAs are achieved.
RESPONSIBILITIES
- Assist employees with computer related issues (via helpdesk phone and email)
- Manage the flow prioritization and assignment of helpdesk tickets and requests.
- Manage installations upgrades and configurations of desktop hardware and software.
- Maintain a current inventory of desktop hardware and software.
- Work closely with the cybersecurity team on the timely patching of desktop systems including Microsoft patch Tuesday.
- Work closely with the network team on support related issues and problems.
- Manage the support of ESRTs conference room technology and audiovisual systems including the Empire State Building Observatory.
- Partner with the cybersecurity team to investigate security related activities and incidents.
- Coordinate with Office Services for the management and maintenance of office and facility equipment (copiers printers A/V systems etc. and employee moves.
- Maintain constant communication with management and staff on the escalation of critical support outages and issues.
- Provide management with regular support metric and static reports.
- Assist with annual and multiyear project planning for the Information Technology Department.
- Recommend desktop hardware and software purchases.
- Maintain helpdesk team support rotation and coverage schedules.
- Develop a rollout plan for a variety of upgrade projects.
- Assist in the selection process for new helpdesk related solutions.
- Author or edit user guides and system documentation.
- Review and assist with prioritizing support projects keeping milestones updated in a timely manner.
WHAT SUCCESS LOOKS LIKE
- Success in this position requires a balance of strong organizational focus with consideration of employees and our key stakeholders.
- There should be a balance of teamfirst attitude with businessfocused goals.
- This position must be able to work with our existing processes and provide recommendations on improvements and heightened efficiencies.
- Leveraging time management and project skills to set proper expectations.
- Solid working knowledge of the firms overall desktop technology.
- Manager the team to meet support response time SLAs.
- Collaborate with team to provide fivestar customer service.
- Embrace cyber and audit best practices in all aspects of the job.
- Follow firm SOPs policies and procedures.
REQUIRED SKILLS / ABILITIES
- Proficient computer skills including Microsoft Office Suite.
- Experience with Windows 11 Windows 10 and Mac OS.
- Working knowledge of Salesforce Cases.
- Well versed on desktop software patching solutions.
- Understanding of core network concepts to assist in the troubleshooting of support issues.
- Excellent communication skills both written and verbal.
- Ability to follow up with user and set proper expectations for service levels.
- Strong organizational and administrative skills.
- Detailoriented with strong analytical and problemsolving skills.
- Ability to manage multiple projects.
- Ability to train mentor and manager a team.
EDUCATION & EXPERIENCE
- Bachelors degree in computer science preferred
- 5 years of handson management of a helpdesk environment
- 5 years of real estate REITfocused experience preferred
- Proven track record of completing largescale enterpriselevel projects ontime and onbudget
PHYSICAL REQUIREMENTS
- Prolonged periods of sitting at a desk and working on a computer
- Must be able to lift up to 15 pounds at times
WHAT YOU CAN EXPECT
- At ESRT like our tenants our employees come from everywhere. We foster a collaborative work environment that captures top talent and cultivates the best ideas. As a Great Place to Work Certified employer we are committed to maintaining our positive work culture where employees are engaged and can grow and develop. In addition ESRT employees embody our Company Culture & Success Factors
- Adaptable you are a selfstarter whos able to quickly digest and execute new processes to work both collaboratively and independently
- Dynamic you are solutionsoriented aim to improve processes and implement efficiency and offer insightful feedback to improve ESRT
- Dependable you take a strong sense of ownership and accountability over your work
- Passionate you keep up with industry trends and are excited about the potential to propel the industry forward with a rollupyoursleeves attitude
- Curious you consistently look for new ways to work smarter not just harder
- Ethical you treat others with respect act with integrity in how you perform your work and embrace our collaborative culture
- Positive you possess a serviceoriented attitude with excellent follow through
BENEFITS
- Competitive base salary and bonus
- Health/Dental/Vision insurance
- Company sponsored Life AD&D STD (with Salary Continuation) and LTD Insurance
- Voluntary Enhanced LTD Program
- Voluntary Hospital Accident and Cancer Programs
- 401(k) with 100 match up to 5
- Paid parental leave
- Pretax transit accounts
- Employee Assistance Program for emotional financial and legal support
WELLBEING
- Generous paid time off
- Flex Summer Fridays
- Employee engagement programs
- Volunteer time off
- Continuing education
- Complimentary Empire State Building Observatory access
- Complimentary gym membership and other wellness benefits
- Employee Discount Programs
$130000 $145000 a year
Salary is based on several factors including but not limited to education work experience job location size of property where applicable and/or certifications. In addition to your base salary ESRT provides discretionary annual bonuses.
ESRT is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because they drive curiosity innovation and the success of our business. We do not discriminate based on race religion color creed national origin sex sexual orientation gender identity or expression reproductive choices age marital status veteran status disability status pregnancy parental status caregiver status genetic information political affiliation or any other status protected by the laws or regulations in the locations where we operate. This policy applies to all aspects of employment including hiring promotion demotion compensation training working conditions transfer job assignments benefits layoff and termination. Reasonable accommodations that do not create an undue hardship for the Company are available for applicants and employees with disabilities or sincerely held religious beliefs.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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