Beckett Collectibles is seeking a hands-on IT Help Desk Manager to join our IT Help Desk Team! The IT Help Desk Manager will help lead a team of Help Desk professionals in providing excellent customer service to our internal clients, maintain the overall health of our clients’ technology systems, and ensure timely resolution of IT support related issues.
Beckett Collectibles is a leader in the trading card and collectibles industry, providing pricing, grading, authentication, and other products and services for the sport, non-sport, and gaming collector. With a focus on integrity, commitment, and accuracy, Beckett will continue to be a leader in the collectibles industry providing dynamic products and services to collectors worldwide. Find out more about Beckett products and services at www.beckett.com.
Responsibilities
- Manage IT services across three organizations to standardize processes, policies, and procedures to optimize service delivery and support business objectives.
- Responsible for providing on-site support to end-users for hardware, software, and network issues.
- Drive efficiency by leveraging tools and removing redundancies.
- Monitor and improve help desk performance metrics, ensuring Service Level Agreement expectations are maintained.
- Act as point of escalation for complex technical issues and providing guidance to service desk staff in troubleshooting.
- Provide hands-on support during Company events, shows and after hours as needed.
Skills & Requirements
- Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent work experience.
- 12+ years of experience in IT support or service desk roles.
- Experience with IT Service Management (ITSM) tools such as Jira, or similar platforms.
- Excellent leadership and team management skills.
- Strong problem- solving skills, with the ability to manage complex technical issues and high-pressure situations.
- Role is on-site in our Plano, Texas Office.