IT Help Desk Manager
MSR - Metro Staffing Resources Bethesda
IT Help Desk Manager
Location: Onsite (Limited Remote Flexibility)
We're on the lookout for a dedicated IT Help Desk Manager to join our team. In this role, you'll report directly to the Head of IT and play a pivotal role in ensuring the seamless operation of our IT helpdesk. This position offers both hands-on technical leadership and managerial responsibilities, driving the efficient delivery of IT support services.Key Responsibilities:
-Daily Operations Oversight: Lead and manage the day-to-day activities of our IT helpdesk, ensuring that support is provided promptly and effectively.-Policy and Procedure Development: Develop and implement IT policies and procedures that align with the organization's operational needs, enhancing efficiency and compliance.-Collaborative Engagement: Collaborate closely with various departments to gain insights into their IT requirements and ensure those needs are met comprehensively.-Project Management: Take charge of IT projects related to system upgrades, installations, and configurations, contributing to the enhancement of our IT infrastructure.-Compliance Assurance: Ensure strict compliance with industry regulations and standards pertaining to data security and privacy, safeguarding our sensitive information.-Supervision of Outsourced Staff: Provide guidance and oversight for our outsourced helpdesk staff, ensuring their performance meets our high standards.-Performance Reporting: Prepare detailed reports on helpdesk performance and system issues, presenting insights to senior management for informed decision-making.
Qualifications:
-Educational Background: Possess a bachelor's degree in Information Technology, Computer Science, or a related field.-Experience: Accumulate a minimum of 8 years of experience in IT support services, preferably within the biotech or pharmaceutical industry.-Technical Proficiency: Demonstrate expertise in implementing and managing IT support tools and ticketing systems, with a preference for Freshworks.-Industry Knowledge: Exhibit a strong grasp of IT systems, networks, and software commonly used in the biotech/pharmaceutical sector.-Inventory Management: Manage inventory levels and ordering for stocked IT equipment, ensuring adherence to budgetary constraints.-Onboarding/Offboarding: Possess experience in overseeing employee onboarding and offboarding processes related to IT asset provision and access management.-Problem Solving: Showcase exceptional problem-solving skills, maintaining composure in high-pressure situations.-Leadership Skills: Demonstrate effective leadership skills, with a dedication to achieving results.-Customer-Centric Approach: Embrace a customer-centric mindset, focused on delivering exceptional service.-Security Awareness: Be familiar with data privacy regulations and stay updated on cybersecurity best practices.
Preferred Skills:
-Certifications: Possess certifications such as ITIL or similar, further enhancing your qualifications.-Tech Stack Proficiency: Familiarity with O365, Active Directory, Azure, and Amazon Web Services (AWS) is a plus.-Regulatory Knowledge: Knowledge of GxP (Good Practices) regulations in the pharmaceutical industry is beneficial.-Document Management: Experience with access management in document management systems like SharePoint and Box.com adds value.-Website Management: Background in website management is a desirable skill.-Mobile Device Management: Proficiency in administrating mobile device management, particularly with Intune, is advantageous.-Single Sign-On (SSO): Experience with single sign-on (SSO) solutions like OKTA is beneficial.
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