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IT Help Desk Manager

Company: S L Nusbaum Realty Co
Location: Norfolk
Posted on: November 22, 2021

Job Description:

S L Nusbaum Realty Co. is excited to announce an open position in our IT Department. This job will initially be onsite for the first couple of months and then hybrid with remote after the training period. We are located in Norfolk, Virginia in the Wells Fargo Building.JOB TITLE: Helpdesk ManagerREPORTS TO: IT DirectorPAYROLL STATUS: ExemptPURPOSE OF POSITION: Technology SupportDuties:

  • Understand and champion the help desk mission and work with team members to achieve supporting objectives.
  • Manage the help desk team's daily activities.
  • Performs in a level 1, team member capacity as required to ensure team goals and metrics are achieved.
  • Manage coverage requirements and issues that affect scheduling and attendance requirements.
  • Assist with supervisory functions including interviewing, training, career development, issues management, and call escalation.
  • Function as our main point of contact for user support and issues resolution.
  • Monitor and manage help desk service boards and queues to confirm that service levels and communication expectations are met.
  • Manage the response, dispatch, and escalation of alerts generated from backup facility and monitoring and management platform.
  • Manage the dispatch of service incidents to ensure effective utilization of help desk, technician, and engineer resources.
  • Stay on top of all open service issues and provide timely status to internal management as necessary.
  • Timely follow up and consultation with Engineer and Senior Engineer team members to ensure that all escalated issues are addressed and resolved in a timely manner.
  • Remediate failed hardware, application, and operating system issues and work with vendors to isolate, follow up, and resolve as required.
  • Perform follow up on issues to confirm satisfactory service delivery and resolution.
  • Drive effective approach to problem analysis and issues resolution.
  • Develop, communicate, and maintain help desk function and role based procedures.
  • Encourage career growth, work with each team member to establish development objectives, and ensure that daily activities support development and career interests.
  • Foster relationships through timely response, service that meets their needs, and candid feedback on issues and recommendations.
  • Ensure that team members are following procedures and performance standards are met. Assist with metrics reporting as required.
  • Provide appropriate communication and status updates to internal management team.
  • Provide 24 x 7 support for client emergency issues resolution as required.
  • Perform in a technical lead capacity and provide direction to team members or engineers as required.
    EDUCATION, SKILLS AND EXPERIENCE:REQUIRED:College Degree; 2 years helpdesk tech experienceMotivated Self-StarterAttention to DetailsMust be able to work individually and with a Team in a high-paced, high-volume environment
    SOFTWARE USED:Microsoft Products, Internet Explorer, Active Directory, Exchange Server, SharePoint, Adobe products, Anti-Virus protection, LogMeIn and other products as needed
    HARDWARE USED:HP PCs and laptops, broadband routers, network switches, multifunction machines, printers
    PHYSICAL ACTIVITIES:Required to bend, stoop, kneel and reach to diagnose, install and move computers and related peripherals. Requires ability to move to different work, requires ability to hear and respond to telephonic and verbal requests for assistance, requires visual ability to see computer screen, wires, computer equipment and peripherals.

Keywords: S L Nusbaum Realty Co, Norfolk , IT Help Desk Manager, IT / Software / Systems , Norfolk, Virginia

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