IT Helpdesk Manager

The IT Helpdesk Manager leads Rosendin’s onsite helpdesk operations in McKinney, TX, supervising technical support staff while delivering direct IT services to employees. This role focuses on customer service quality, help ticket performance, staff training, and effective management of IT inventory.

Key Responsibilities

• Supervise helpdesk support staff by establishing schedules, setting priorities, providing support and direction, and handling administrative issues as needed
• Manage helpdesk policies and procedures
• Oversee help ticket workflows, including assignment, prioritization, escalation, and resolution
• Collect and analyze helpdesk metrics to benchmark workload and performance and identify trends in call center issues
• Promote excellent customer service with effective response times, provide expert guidance on general support issues, enforce quality of service guidelines, and support customer satisfaction goals
• Train helpdesk staff on operational procedures and troubleshooting techniques, including training related to new hardware and software applications as requested
• Establish and maintain an environment that supports team building and cross-departmental communication
• Manage IT inventory
• Ensure end users receive timely and considerate customer service by handling helpdesk calls and resolving technical issues
• Analyze and identify trends in reported issues and develop preventative solutions
• Conduct root cause analysis on major issues
• Perform other duties as defined by the manager

Requirements

• Advanced knowledge of Microsoft Active Directory and Windows 7 & 10
• Advanced knowledge of Microsoft Office 2010 and newer
• Network troubleshooting experience and working knowledge of VPN client software
• Analytical and problem-solving/troubleshooting skills
• Ability to perform at a high level in a dynamic, fast-paced team environment
• Willingness to take a hands-on approach to ensure optimal customer service
• Ability to establish and maintain an effective follow-up system for timely and accurate handling of information requests
• Demonstrated discretion and sensitivity when handling confidential information
• Proven success taking direction and working independently
• Ability to build and maintain strong working relationships with staff and senior management
• Proficiency using a computer and Microsoft Office (Outlook, Word, Excel); Oracle preferred
• Strong time management to prioritize and handle multiple tasks with changing priorities
• Ability to work under pressure and adapt to changing requirements with a positive attitude
• Oral and written communication skills required
• Self-motivated, proactive, and an effective team player
• Professional interaction with employees at all levels, as well as vendors, clients, and others

Technologies

• Microsoft Active Directory
• Windows 7
• Windows 10
• Microsoft Office 2010
• Microsoft Office
• Outlook
• Word
• Excel
• VPN client software
• Oracle

Minimum Qualifications

• 2 years of experience
• Bachelor's degree in Information Technology, Computer/Information Science, or a related discipline

Benefits

• ESOP - Employee Stock Ownership
• 401 K
• Annual bonus program based upon performance, profitability, and achievement
• 17 PTO days per year plus 10 paid holidays
• Medical, Dental, Vision Insurance
• Term Life, AD&D Insurance, and Voluntary Life Insurance
• Disability Income Protection Insurance
• Pre-tax Flexible Spending Plans (Health and Dependent Care)
• Charitable Giving Match with our Rosendin Foundation

Travel and Working Conditions

• Travel: Up to 20%
• General work environment includes sitting for long periods, standing, walking, typing, carrying, pushing, and bending, with work performed primarily indoors (fluorescent lighting and air conditioning)
• Noise level is usually low to medium and can be loud on the jobsite
• ADA-compliant workplace with consideration of reasonable accommodation measures for qualified individuals
• Occasional lifting of up to 30 lbs.