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Help Desk Manager

Information Systems | New York, NY | Full Time

Job Description
Helpdesk/Desktop Manager.
Sesame workshop is looking for a Help Desk Manager to oversee our desktop support team in providing exemplary technical support to our clients. This role is key to the success of the IT department. You will be responsible for training, supporting, and leading the desktop support team. You will also be required to manage ticket escalation and resolve any technical issues.
To be successful as a help desk manager you should have excellent interpersonal and conflict management skills. Ultimately, a top-notch help desk manager should be able to ensure that our clients receive professional and efficient technical support.
Responsibilities Include:
  • Manage the help desk team and evaluate performance
  • Ensure customer service is timely and accurate on a daily basis
  • Train and support help desk representatives and technicians
  • Set specific customer service standards
  • Contribute to improving customer support by actively responding to queries and handling complaints
  • Establish best practices through the entire technical support process
  • Follow up with customers to identify areas of improvement
  • Develop daily, weekly and monthly reports on help desk team’s productivity
  • Provide customer feedback to the appropriate internal teams, like product developers
  • Perform customer service functions by answering employee email and phone requests
  • Provide phone support and desktop support for both PC & MAC users
  • Assist in the planning and imaging of new desktops and laptops for distribution
  • Create/Manage Active Directory user accounts and Microsoft Exchange mailboxes, distribution lists and shared calendars
  • Provide meeting assistance for onsite meetings with external vendors and/or internal users
  • Support remote users; understanding of VPN; remote access technology
  • Perform upgrades, implementations and project related tasks of new technologies as set forth by the IS Department
  • Responsible for setup and support of all smartphones (Android & iOS devices), including administration of our mobile device management solution
  • Create/Manage/Administer accounts on our internal SFTP Site, Product Submissions, Frame.io/Air table, Signiant, Zoom, Teams, Adobe Creative Cloud, etc. (Organizational Productivity Tools)
  • When required be available beyond regular business hours to provide support as needed
  • Additional technical functions as other systems and processes are onboarded with changing business needs
Qualifications:
  • 5+ years of combined relevant education & technical experience in the following:
  1. Excellent MS Office 365 (Outlook, Word, Excel, PowerPoint and other office 365 products) skills
  2. Strong working knowledge of Windows 10 and MAC OS X
  3. Experience in the following hardware:
  • PC, MAC, Multifunction Printers, Scanners, Mifi’s, WiFi, Mobile Devices, VOIP phones, etc.
  • Proven work experience as a Helpdesk Manager
  • Team management skills
  • Hands on experience with helpdesk remote software
  • Solid technical background with an ability to give instructions to a non-technical audience
    • Working knowledge in the following backend systems:
      • Azure Active Directory
      • Microsoft Exchange Cloud services email system
      • Infrastructure services/hardware (NAS/SAN Storage, Servers, Backup, vMware, Cisco routing/switching, PaloAlto/VPN, Cisco phone systems, Connectivity etc.)
      • Other back-end services (DHCP, DNS, SFTP, Endpoint Protection, Patch Management etc.)
      • Business systems applications
    Other:
    • Customer-service oriented with a problem-solving attitude
    • Excellent written and verbal communications skills
    • Detail-oriented, know how to manage your time appropriately and consider yourself a quick learner
    • Comfortable enjoy speaking to new, seasoned, and senior level employees while helping them navigate technology
    • Excellent verbal, communication, and organizational skills

    Sesame Workshop is an Equal Opportunity Employer/Minorities/Females/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity Employer