Description

IT Help Desk Manager

Tillman FiberCo is building a 100% fiber network to support the next generation of broadband services. Tillman FiberCo is a portfolio company of Tillman Global Holdings, a holding company focused on building premier digital infrastructure businesses globally. We have an incredible opportunity for an IT Help Desk Manager.

Job Summary

We are seeking a highly skilled and motivated Service Desk Manager to oversee our service desk operations. The Service Desk Manager will be responsible for delivering outstanding technical support and customer service to our internal staff and third-party partners. This role requires a strategic thinker who can ensure efficient incident management, drive continuous improvement, and maintain high levels of customer satisfaction.

Essential Job Duties And Responsibilities

Manage IT service desk operations and provide technical support and assistance to internal staff and third-party partners.
Ensure timely resolution of incidents and service requests while maintaining SLA targets.
Develop and implement service desk policies, procedures, and best practices to optimize support efficiency and effectiveness.
Monitor and analyze service desk performance metrics, identify trends, and implement improvements.
Foster a customer-focused culture, ensuring excellent service delivery.
Collaborate with other IT teams and departments to escalate and resolve complex issues.
Prepare regular reports and presentations on service desk performance, achievements, and improvements.
Stay informed about industry trends, best practices, and technologies related to service desk management.
Create Knowledge Base articles to foster self-service first.
Manage Onboarding and Offboarding process.
Execute and oversee the installation, configuration, maintenance, and troubleshooting of end-user workstation hardware, software, and peripheral devices.
Lead or participate in IT projects to deploy new technologies and solutions.
Manage User Accounts in Microsoft Entra and third-party SaaS applications.
Manage shipping and receiving of equipment for staff.
Act as administrator for the service desk platform, assisting other departments with customization, configuration, and automation.
Work with Intune for endpoint configuration and software deployments.
Work with third party vendors to resolve issues and implement improvements.
Assist Security Team with identifying risks to end-user systems and email.
Be the liaison for communication for outages, triaging necessary individuals for a speedy resolution.
Provide training and guidance to end-users on IT best practices.

As a Growing Company, We Are Committed To Attracting And Developing The Absolute Best Talent By Offering a Workplace Where Results Are Recognized And Rewarded. We Offer a Terrific Opportunity For You To Grow

Challenging, rewarding career within a growing company, backed by a global investor and owner of digital infrastructure assets.
Competitive Salary
East Coast based company (will work on EST time)
Direct Hire Opportunity
Collaborative environment, with on-the-job training and mentorship opportunities
Competitive benefits and wellness package, including medical, dental and vision coverage.
401k plan with company match
Generous PTO and 11 holidays annually
Paid parental leave.
Employee Recognition Program

Requirements

Requirements:

Proven experience as a Service Desk Manager or in a similar supervisory role in IT support.
Strong leadership skills with the ability to motivate and develop a team.
Excellent communication and interpersonal skills, with a focus on customer service.
Solid understanding of ITIL framework and best practices.
Experience in incident management, problem management, and change management processes.
Strong understanding of Windows, MacOS, Android, and iOS operating systems.
The ability to identify gaps and resolve them on your own with little intervention.
Ability to analyze data and trends to make data-driven decisions.
Experience with ManageEngine ServiceDesk Plus Cloud.
Experience with Microsoft 365, Exchange, Teams, and Intune.
Familiarity with security systems, such as Coro, CrowdStrike, and Cisco Umbrella.
Basic knowledge of PowerShell.
Knowledge of Excel, including formulas, pivot tables, and charts.
Ability to work independently and in a team-oriented environment.

Education And Experience

Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent work experience).
3-5 years of help desk or systems administration experience.

Tillman Fiber

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IT Help Desk Manager