Job description

Industry 1: Construction Industry 2: Industry 3: Job ID: 37183603580 Category: Interim Technology Location: Charlotte, NC IT Helpdesk Manager This Manager role is responsible for providing technical oversight and guidance to the Service Desk Teams responsible for handling all IT issues that arise with hardware, software, and connectivity for our client’s employees. It will lead and ensure that the Service Desk Team provides consistent customer support and problem resolution while maintaining quality standards. In addition, this role requires a high level of technical proficiency and requires an individual with executive presence and strong collaborative relationships with key stakeholders. What you will be doing: • Provide strong leadership and management for an experienced team, fill in with technical expertise as needed, and streamline service desk operations. • Responsible for the development and delivery of service reporting and trending for management covering all processes, especially request and incident management. • Serve as the highest level of escalation for customer problems within the Service Desk Team. • Create service level agreements (SLO/SLAs) and key performance metrics. Ensure SLO/SLAs are being met. • Maintain IT and customer knowledge base. • Develop and maintain end-user self-service support documentation. • Work with team leaders and service desk staff to assess and implement processes and technologies for enhancing performance. • Quickly and effectively diagnose and resolve technical issues related to PC’s, mobile devices, printers, networking, video conferencing, etc. • Successfully manage multiple tasks, projects, and responsibilities. What you bring to the table: • 8+ years of enterprise level Service Desk experience including solid team-leading and people management experience. • Thorough knowledge of desktop and application virtualization including solutions from Microsoft O365, SharePoint, OneDrive, Box, Print Servers, Manage Engine, Azure VDI, etc. • Working knowledge profile management tools, application provisioning and patching tools • Comprehensive understanding of Microsoft Active Directory, OUs, MFA, Application and Security policies • Mobile device support for Windows, Android, and Apple • Working knowledge of Microsoft Office 365 administrative tasks including provisioning, permissions, and access modifications • Working knowledge of mobile device management technologies and industry-accepted security policies • Strong knowledge of optimization and full utilization of technology-supported, including a solid understanding of technology capabilities and limitations • Solid interpersonal and communication skills to deal effectively with all kinds of internal customers and external vendors • Effective Customer service, leadership, and team motivational skills • Excellent problem solving, diagnosing, and troubleshooting skills • Experience in managing and negotiating complex vendor and services contracts BrainWorks’ Technology Staffing Practice delivers exceptional talent to meet the evolving needs of the tech industry. From data engineers to developers, we specialize in identifying professionals who drive innovation and business success. With deep industry expertise and a focus on quality, speed, and results, we provide both permanent and contract staffing solutions tailored to your specific needs. Our proven process provides a seamless hiring experience, making us a trusted partner for organizations ranging from startups to global enterprises. Learn more at brainworksinc.com.

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