Help Desk Manager

Whether you're a recent grad or a seasoned professional, you can experience meaningful career growth at Rosendin. Enjoy a true sense of ownership as you work with a proven industry leader on some of the most exciting and high-profile projects in the nation. We offer a wide range of job opportunities, competitive compensation, full benefits, an Employee Stock Ownership Plan and more.

If you're looking to take your career to the next level and work with some of the best and brightest in the industry, we want to hear from you. Since our founding over 100+ years ago, Rosendin has been driven to positively impact the communities where we live and work. We are an organization built on integrity and we have a culture that empowers people, embraces diversity, and inspires everyone to do their best. As one of the largest EMPLOYEE-OWNED electrical contractors in the United States, you will have the unique benefit of being a shareholder at a company that is experiencing tremendous growth and success. When our people succeed and fuel our success, we reward them. We'd love to have you as a shareholder!

The IT Helpdesk Manager is responsible for supervising the Helpdesk and managing the technical support staff. The IT Helpdesk Manager is responsible for ensuring an outstanding level of customer service by providing direct IT services and support to all Rosendin employees.

• Supervise the Helpdesk support staff by defining and establishing schedules, setting priorities, providing support/direction, and dealing with administrative issues as needed

• Manage policies and procedures for helpdesk

• Manage help tickets, i.e., ticket assignment, prioritization, escalation, and resolution

• Gather and analyze metrics to benchmark the helpdesk workload/performance and identify trends in call center issues

• Promote excellent customer service, effective response times and provide expert insights into general support issues. Enforce quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction

• Train helpdesk staff on operational procedures and troubleshooting techniques. Provide training on new hardware and or software applications as requested

• Establish and maintain an environment conducive to team building and cross-departmental communication

• Manage IT inventory

• Ensure that staff provides timely and considerate customer service to end users by fielding helpdesk calls and resolving technical issues

• Analyze and identify trends in issues reported and devise preventative solutions

• Do root cause analysis on major issues

• Other duties and defined by the manager

• The duties and responsibilities are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing and other duties will be assigned based on the position's role within the business unit

• Advanced knowledge of Microsoft Active Directory and Windows 7 & 10

• Advanced knowledge of Microsoft Office 2010 and newer

• Network troubleshooting and working with VPN client software

• Analytical and problem-solving/troubleshooting skills required

• High level of performance in a dynamic and fast-paced team environment

• Willing to take a hands-on approach to ensuring optimal customer service

• Establish and maintain an effective follow-up system to ensure timely and accurate handling of information requests

• Demonstrated ability to use discretion and sensitivity when handling confidential information

• Demonstrated success taking direction and working independently

• Builds and maintains solid work relationships with all levels of staff and senior management

• Proficient in using a computer and Microsoft Office (Outlook,Word,Excel,etc.); Oracle preferred

• Prioritize and manage multiple tasks, changing priorities as necessary

• Work under pressure and adapt to changing requirements with a positive attitude

• Oral and written communication skills as required for the position

• Self-motivated, proactive and an effective team player

• Interact effectively and professionally with all levels of employees, both management and staff alike, vendors, clients, and others

• Bachelor's degree in Information Technology, Computer/Information Science, or related discipline

• Minimum 2years' management experience

• Minimum 7+years 'IT experience

• Can be a combination of education, training, and relevant experience

• Up to 20%

• General work environment - sitting for long periods, standing, walking, typing, carrying, pushing, bending. Work is conducted primarily indoors with varying environmental conditions such as fluorescent lighting and air conditioning

• Noise level is usually low to medium; it can be loud on the jobsite.

• We fully comply with the ADA and applicable state law, including considering reasonable accommodation measures that may enable qualified disabled applicants and employees to perform essential functions.

• Occasional lifting of up to 30 lbs.

Rosendin is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. Employment decisions are considered regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, pregnancy, age (over 40), or any other categories protected by applicable federal, state, or local law.

• ESOP - Employee Stock Ownership

• 401 K

• Annual bonus program based upon performance, profitability, and achievement

• 17 PTO days per year plus 10 paid holidays

• Medical, Dental, Vision Insurance

• Term Life, AD&D Insurance, and Voluntary Life Insurance

• Disability Income Protection Insurance

• Pre-tax Flexible Spending Plans (Health and Dependent Care)

• Charitable Giving Match with our Rosendin Foundation

Our success is rooted in our people. We all come together around long-term vision and a sense of shared ownership. As a group, we do whatever it takes to ensure the success of our business and your career.

Rosendin Electric is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. Employment decisions are considered regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.