Help Desk Manager

We are offering an exciting opportunity for a Help Desk Supervisor to join our team based in Pittsburgh, Pennsylvania. As part of the team, you will be overseeing the day-to-day operations of our help desk, ensuring high-quality customer service, managing the help desk team and providing hands-on IT Support.

This is direct-permanent opportunity. This role requires the incumbent to be on-site in the Pittsburgh office 3 days per work. experience in candidates must be local to the Pittsburgh area. W-2 candidates only. No C2C.

• Oversee the daily workflow within the help desk, including phone and email support, conference support, new user creation, user terminations, and PC delivery.
• Participate in the selection and training process for new help desk staff members.
• Implement and manage help desk processes, ensuring adherence to response times.
• Monitor and evaluate the quality of help desk responses.
• Establish and maintain customer service standards across the help desk team.
• Serve as the first level of system issue triage and act as an escalation point when necessary.
• Manage and approve team members' timecards and time off.
• Foster an inclusive work environment and enforce firm policies and procedures.
• Utilize various technologies such as Cisco, Citrix, Cloud, Dell, ITSM, Active Directory, and Office 365 in daily operations.
• Perform other related duties as assigned.
• The role requires a minimum of 2 years of experience in a supervirsory position or similar with at least 5 years of hands-on Help Desk/IT support experience
• Proficiency in Cisco Technologies is required
• Experience with Citrix Technologies is essential
• Knowledge of Cloud Technologies is necessary
• Familiarity with Dell Technologies is required
• Proficiency in IT Service Management (ITSM) is needed
• Experience with Active Directory is essential
• Knowledge of Computer Hardware is required
• Experience in Configuration Management is necessary
• Proven track record in managing Deployments is needed
• Experience in Deskside Support is required
• Proficiency in Office 365 is necessary