NMC_000273 - IT / Help Desk Manager (W2 Contract to ...

One of our clients in Denver, CO (Hybrid) is urgently looking to fill the position of IT / Help Desk ManagerDuration: 6 months Contract-to-HireHourly: $40 - $42 per hour (W2)Full-time Permanent: After 6 monthsYearly Salary: $80,000 - $85,000 + Benefits (Medical, Dental, Vision, Bonus, Educational Assistance)Scope:This role will lead a team of support engineers by providing essential leadership to maximize key performance indictors to ensure premier customer service. The role will require you to maintain, establish, and promote excellent working relationships between your team, customers, and management. Responsibilities include reviewing, prioritizing, and ensuring closure of support tickets through the service desk application. You will be part of a team that develops and administers a workstation strategy that includes technical standards, process automation, and performance analysis. This leadership role will be a user advocate and work to ensure business system needs are met. This is an On-Site position working at our Headquarters in the Denver Tech Center.Must-to-Have:8+ years of experience in Information Technology5+ years of experience overseeing desktop support operations and managing staffHands-on experience with O365, JAMF, Ticketing and InTuneITIL Foundation certification a plusEssential Duties:Manage a team of Desktop Support EngineersAppraising performanceAddressing complaints and resolving problemsManages support intake processAnalyzes, and manages SLAs, and routes tickets to the appropriate teamOwns the lifecycle management of a support ticket; ensures that it is solved properly and meets KPIsManages and maintains application access, security, configuration and supportOwns the change management process for upgrades and new releasesCreates, manages and deploys policies via Intune and JAMFManages the onboarding and offboarding of staffLead and oversee the development and training of staffManages hardware and software budgets and forecastingAnalyzing ticket trends and adjusting or creating new KPIs based on findingsProvides tier II technical support to customers for all corporate systems and software componentsResearch, build and deploy OS and software patches to computing devices and hardwareOversees the desktop anti-virus application and process for Windows and Mac

Created: 2025-01-16