Help Desk Manager

Judi Health is hiring a Help Desk Manager for a hybrid position in Charlotte, NC, working three days per week. The role oversees Help Desk 1 and 2, collaborates with the IT Director, and helps ensure timely, high-quality resolution of customer and user issues while managing user systems through MDM.

Location and Work Style

Charlotte, NC (hybrid, 3 days/week)

Compensation

USD 100,000 - 110,000 per year

Role Responsibilities

• Train and mentor Help Desk 1 and 2 personnel
• Partner with the IT Director on personnel management tasks for Help Desk staff
• Serve as an escalation resource for Help Desk 1 and 2 personnel
• Drive customer problem resolution using systemic solutions including MDM and scripting
• Assist with prompt response to user requests via a ticketing system, phone calls, and IM
• Support Help Desk staff and end-users with access and system issues
• Interface with internal partner teams to support best practices and compliance
• Manage user systems via MDM Software
• Write and update documentation for user reference
• Help establish and build procedures for the Help Desk team
• Participate in a Help Desk on-call schedule (tentatively one week per month, with potential to be more at the start)

Required Experience and Qualifications

• 4+ years of experience in a Help Desk role (preferably in a medium or larger company)
• Customer-oriented approach to problem resolution
• Experience supporting Mac hardware and OSX in a Help Desk environment
• Experience supporting remote users in a distributed environment
• Experience with Jira Service Desk or a similar ticketing system
• Experience supporting the Office 365 suite
• Experience with MDM
• 1-2 years of experience in a supervisory or management role
• Ability to lift 30 lbs regularly and up to 50 lbs occasionally

Technologies

• MDM
• Scripting
• Jira Service Desk
• Office 365 suite
• Mac hardware
• OSX