Job Description

The IT Help Desk Manager is accountable for the supervision and coordination of IT Team Members, including both the Help Desk and Implementations teams. This role is responsible for managing day-to-day operations, including incident assignment, monitoring, escalation, customer contact, and ensuring service levels are met to increase overall customer satisfaction. The IT Help Desk Manager will dedicate approximately 80% of their time to overseeing help desk operations, ticket escalations, and technician performance, while spending 20% assisting with IT project implementations and coordinating with the project team.

Additionally, this position requires collaboration with management to communicate interdepartmental procedures, ensuring documentation is accessible to all IT Team Members.

Requirements

BASIC QUALIFICATIONS:

• 5 to 10 years of hands-on experience in the IT industry.
• A minimum of 4 years in personnel management.
• A Bachelor's degree in Information Technology, Computer Science, or a related discipline (or equivalent professional experience) is advantageous.
• Comprehensive knowledge of ITIL processes and best practices.
• Certifications in Microsoft, AWS, ITIL, or project management are strongly preferred.
• Superb verbal and written communication skills.
• Adept at managing multiple tasks in a fast-paced environment.
• Hands-on experience with enterprise networking.
• Skilled in advanced troubleshooting with a strong understanding of diverse IT systems, such as Windows, macOS, network infrastructure, and enterprise software.

DESIRED SKILLS:

• Capable of independently managing and resolving technical issues in atypical situations.
• Skilled in directing workflow throughout project execution and daily operations, utilizing sound business judgment.
• Diverse experience in networking and storage systems.
• Proficient in supporting AWS cloud services (S3, EC2, VPC) and Microsoft Azure.
• Experience in designing wireless networks with Ubiquiti, Aruba, or Cisco, supporting over 100 concurrent connections.
• Familiarity with MSP Professional Services Automation (PSA) tools like ConnectWise Manage, Autotask, ServiceNow, or comparable platforms.
• Experience managing Microsoft O365, including advanced support and migration tasks.
• Proficient in integrating Windows 10 or 11 Desktop OS into domains, including Group Policies and security measures.
• Able to mentor and develop IT team members for both personal and organizational growth.

KEY RESPONSIBILITIES:

Team Leadership and Management:

• Oversee and supervise all personnel on the Help Desk, including 5-7 technicians and engineers.
• Lead and manage the IT support team, offering coaching, mentoring, and conducting performance evaluations.
• Supervise and assess the IT team members' development plans and carry out annual performance reviews.
• Design and implement training programs aimed at improving the team's technical skills and customer service capabilities.
• Manage the distribution of workloads to ensure prompt resolution of service desk tickets.

Service Management:

• Supervise the daily functions of the IT help desk to guarantee effective ticket management and prioritization.
• Develop and oversee ITIL-aligned processes for incident, problem, and change management.
• Track help desk performance metrics to ensure compliance with Service Level Agreement standards and maintain adequate staffing levels.
• Collaborate with clients and internal teams to facilitate clear communication and thorough task documentation.

Technical Support and Troubleshooting:

• Deliver expert technical assistance for escalated concerns, guaranteeing a superior standard of service quality.
• Keep informed about the latest IT systems, software, and technologies while remaining current with industry developments.
• Plan and coordinate the upgrading and replacement of software and hardware.

Customer Service:

• Ensure customer satisfaction remains high by delivering timely and professional support services.
• Build and nurture robust relationships with essential stakeholders, such as department leaders and senior management.
• Communicate new information or tasks to IT Team Members and ensure proper documentation is completed in a timely manner.

Project Management:

• Take charge of or engage in IT projects associated with help desk operations, including software upgrades, system implementations, and enhancements to processes.
• Cooperate with Sales Engineers and the Sales Team to oversee, strategize, and coordinate new projects and their implementations.
• Partner with technical personnel to develop strategic plans for delivering services.

Documentation and Reporting:

• Create and update detailed documentation for service desk operations, processes, and knowledge base entries.
• Compile and deliver periodic reports on help desk performance, highlighting important metrics, trends, and opportunities for enhancement.

Collaboration and Coordination:

• Collaborate with other department leaders to evaluate the company's growth requirements.
• Partner with management to address team challenges and ensure alignment with organizational objectives.
• Engage with management and HR to assess applicants' qualifications and experience, conduct interviews, and provide hiring recommendations.
• Perform additional duties as necessary.

Travel:

The position is based in downtown Orlando and may require some planned travel to other areas within and outside of Florida which would total less than 5% of workdays.

JOB TYPE:

Salary, Full-time, Exempt

Benefits

COMPENSATION:

Annual salary of $90,000-110,000/year commensurate with experience as well as paid vacation, health insurance plans, retirement program, disability insurance, and life insurance.

Benefits Include:

✅ Paid Time Off (PTO) – Accrual begins after 90 days, with increasing PTO over time.
✅ Health Insurance – Enterfusion covers a portion of employee premiums; spouse and dependent coverage available. Two plans through Florida Blue.
✅ Life Insurance – Company-paid coverage for employees.
✅ Short- & Long-Term Disability Insurance – Income protection benefits provided.
✅ SIMPLE IRA – Enterfusion matches employee contributions up to a set percentage.
✅ Continued Learning – Reimbursement for required or beneficial certifications, plus training support.

Join Enterfusion and be part of a team that invests in your success! 🚀

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