Help Desk Manager/Help Desk Supervisor
Help Desk Manager/Help Desk Supervisor
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1 Vacancy
Job Description
Role: Help Desk Manager/Help Desk Supervisor
Assignment Type: 6 month contract to perm FULLY ONSITE
Address: 125 SW 3rd Pl Cape Coral FL 33991
Job Overview
We are seeking an experienced Help Desk Manager to lead and supervise a small team of two Help Desk employees in delivering exceptional technical support. The ideal candidate will have over 5 years of experience managing a help desk team with strong expertise in Microsoft infrastructure including MS Windows and Azure Active Directory (Azure AD). This role requires excellent leadership technical proficiency and a customer-focused approach to ensure efficient IT support operations.
Responsibilities
- Supervise mentor and manage a team of two Help Desk employees fostering a collaborative and productive work environment.
- Oversee daily help desk operations including ticket management issue resolution and escalation processes.
- Provide technical support and guidance for Microsoft infrastructure including MS Windows operating systems and Azure AD administration.
- Develop and implement help desk policies procedures and best practices to improve service delivery and user satisfaction.
- Monitor team performance provide feedback and conduct performance evaluations to ensure high-quality support.
- Troubleshoot and resolve complex technical issues related to hardware software and network systems.
- Manage user accounts permissions and security settings in Azure AD and other Microsoft environments.
- Collaborate with IT leadership to align help desk operations with organizational goals and technology strategies.
- Maintain accurate documentation of support processes resolutions and system configurations.
- Ensure compliance with IT security policies and industry standards.
Qualifications
- Minimum of 5 years of experience supervising a help desk or IT support team managing at least 2 employees.
- Strong technical expertise in Microsoft infrastructure including MS Windows (client and server) and Azure Active Directory.
- Proven leadership skills with the ability to motivate train and develop a small team.
- Excellent problem-solving skills and the ability to handle complex technical issues.
- Familiarity with help desk ticketing systems and IT service management (ITSM) frameworks (e.g. ITIL).
- Strong communication and interpersonal skills to interact with team members end-users and stakeholders.
- Ability to prioritize tasks and manage time effectively in a fast-paced environment.
- Knowledge of IT security best practices and compliance requirements.
Preferred Skills
- Microsoft certifications (e.g. Microsoft Certified: Modern Desktop Administrator Microsoft 365 Certified: Enterprise Administrator Expert).
- Experience with other Microsoft technologies such as Office 365 Exchange or Intune.
- Familiarity with network troubleshooting (e.g. TCP/IP DNS DHCP).
- Prior experience with ITSM tools like ServiceNow or Zendesk.
Employment Type
Full-time
