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Help Desk Manager in Woodland Park, CO at SNI Technology

Date Posted: 11/19/2019

Job Snapshot

Job Description

Our client is seeking a Help Desk Manager for an exciting contract to hire scenario. The Help Desk Manager will manage the IT Help Desk team, who are responsible for general IT Help Desk duties taking phone calls and providing desk side support. This candidate will be responsible for leading, organizing and managing the Help Desk Department: including hiring, training, evaluation, guidance, discipline and development. Excellent communication skills, both written and verbal, as well as previous experience meeting with senior staff to help define, solve and implement technology solutions within a timely manner across multiple departments/locations is a must. Due to the nature of this role, the ideal candidate will have a good understanding of the vision of this organization and have experience managing within an IT department of a large organization.


  • Manage all IT Help Desk related needs, initiatives and operations
  • Manage and monitor Help Desk projects and activities related to the IT Help Desk department in a timely manner and provide periodic progress reports to the IT Operations Manager
  • Meet regularly with Help Desk staff to define, develop and review goals, initiatives and challenges regarding the IT Help Desk department
  • Responsible for managing the IT Help Desk department staff; including hiring, training, evaluation, guidance, discipline and development of staff
  • Provide support to the IT Operations Manager on all related IT department development efforts
  • Manage the development and documentation of Help Desk policies, procedures, workflows (SLAs) and standardizations
  • Proactively reach out to other departments to understand and help facilitate all IT needs and initiatives.
  • Manage/maintain a current inventory of all technical assets in relation to the current users of those assets
  • Prioritize and coordinate with other IT department Managers/Supervisors on tasks and projects
  • Other tasks as needed
  • Managing corporate wide projects from conception to completion
  • Developing IT job descriptions and hiring/managing Help Desk staff for different skill levels

  • Ability to establish and maintain effective working relationships with Helpdesk Technicians and other department managers/supervisors


  • B.S. in Computer Science or a minimum of 8+ years of increasing IT Administration and Management responsibility in a multi-system, multi-platform environment
  • Must have experience Managing a staff of 4+
  • Must have experience Managing IT budget/purchases
  • 6+ years combined experience in technical support, backups, data protection, emergency recovery, telephony VOIP systems, Office 365, budgeting, purchasing/budget and help desk management
  • Experience managing and leading a Help Desk Department in a multi-site international company
  • Good understanding in supporting Office 365, Windows and MAC operating systems, ticketing systems, Active Directory, protection, disaster recovery plans, backups, antivirus and print servers
  • IT Department structure and planning experience within a multi-site international organization as it relates to defining and providing organizational solutions, staff and support infrastructure to meet the technology requirements defined by department types, sizes and job roles
  • Proven IT process improvement and documentation skills
  • Ability and willingness to work evenings and weekends as needed
  • Ability to write technical job descriptions and interview applicants for different roles within the Help Desk Department
  • Thorough knowledge of ManageEngine a plus