IT Helpdesk Manager/ Supervisor

New York, NY
Full Time
Mid Level
We are seeking an  IT Helpdesk Manager/ Supervisor
  • Client : Japanese IT Consulting Company
  • Working Location: New York Manhattan area, On-site only (No Remote)
  • Working hours : 40 hours per week
  • Employment Type : Full-time, Exempt
  • Salary : $65~75K per year + Benefit
PRIMARY RESPONSIBILITIES:
  1. Provide guidance, support, and training to helpdesk technicians, ensuring they have the skills and knowledge needed to perform their duties effectively
  2. Delegate tasks, prioritize tickets, and ensure that the team is working efficiently to meet SLAs (Service Level Agreements)
  3. Regularly review team performance, provide feedback, and conduct performance evaluations. Address any performance issues or challenges within the team
  4. Provide in-depth support for IT infrastructure, including servers, networks, and critical systems, often involving hands-on resolution
  5. Ensure that troubleshooting procedures, solutions, and best practices are well-documented and updated regularly for the team to reference
  6. Act as the primary point of contact for escalated issues from clients or internal stakeholders, providing clear and timely communication
  7. Prepare and deliver regular reports on helpdesk performance, issue resolution times, and areas for improvement to management
  8. Identify opportunities to streamline operations, reduce response times, and enhance the quality of support provided by the team
  9. Understand and follow client’s request and instruction
  10. Ensure compliance with company policies, procedures, and security protocols
  11. Lead the response to IT security incidents or other critical situations, ensuring proper documentation and communication throughout the process
  12. Stay up to date with emerging technologies and industry trends to continuously improve IT services
  13. Expand the business with existing and new client
ESSENTIAL FUNCTIONS:
  1. Provide the support service at the service operation time, which is instructed by the client and/or company management.
  2. Be stand by at the client operation site before the service operation time start.
  3. Be at the client operation site with the clothes, which were instructed by the client and/or company management.
  4. Have a proactive communication with client and company management
  5. Understand requirements and instruction/company management and provide the service based on the requirements and instructions, including BYOD.
  6. Read and understand any company provided documents and training.
  7. Submit company required report, attendance for requested meeting, training course.
  8. Mentor and train new team members if necessary.
  9. Follow team manager’s request/instruction to operate IT operation support team.
QUALIFICATIONS AND REQUIREMENTS: 
  1. A bachelor’s degree in computer science, Information Technology, or a related field.
  2. 5-7 years’ experience in helpdesk or IT support roles, with at least 2-3 years in a senior or lead position.
  3. Proven experience leading or managing a helpdesk team, including task delegation, mentoring, and performance management.
  4. Advantageous if you hold CompTIA A+, Network+, PMP and/or Security+ certifications that are widely recognized and demonstrate foundational knowledge in IT support and security.
  5. Very flexible mindset & challenging personality against sudden big change of request/workflow/rules/responsibility range/environment.
SKILLS: 　　
  1. Proficiency in operating systems like Windows, macOS, and Linux including installation, configuration, and management
  2. Expertise in diagnosing and resolving complex hardware, software, and network issues
  3. Understanding of networking concepts such as TCP/IP, DNS, DHCP, LAN/WAN and VPN
  4. Knowledge of hardware components and troubleshooting techniques
  5. Experience with ticketing systems for issue tracking and resolution (e.g., JIRA, ServiceNow, Zendesk)
  6. Basic understanding of cybersecurity principles and best practices
  7. Knowledge of remote support tools and techniques
  8. Strong knowledge of Microsoft Windows and Office Suite
  9. Team-oriented personality and ability to manage a team
  10. Excellent communication skills and capacity to make informed decisions
  11. Language English/ Japanese Preferable
WORK LOCATION:
On-site only/No Remote (Manhattan Area, NY)

PHYSICAL DEMANDS:
Hold and carry item, which is 20lbs.


TRAVEL:
Occasional domestic and/or international business travel, and work after business hours including the weekend and national holidays if required.
 
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