Help Desk Manager

$105k - $145k

ZERO Corporation

Aboutthecompany Ourclientisafast-growingManagedServiceProviderbasedinNewJersey,deliveringmodernITsupporttoanexpandingbaseofbusinessclients.They’vebuilttheirentireoperationtobecloud-nativeandMicrosoft-first,andtheyleanheavilyonautomationandAItosupportclientsatalevelmosttraditionalMSPscan’tmatch.Thebusinesshasgrownsignificantlyoverthepastyearandshowsnosignofslowingdown. Becausetheenvironmentisfullycloud-based,thisisagenuinelymodernsupportorganisation:nolegacyserverrooms,nobreak-fixgrind.It’saclose-knitteamwithverylowturnoverandaculturethatrewardspeoplewhothinkforthemselvesandwanttokeepgrowing. Abouttherole AsHelpDeskManager,youowntheoverallperformanceandsuccessoftheservicedesk.ReportingtotheCIO/CTO,youleadthePodLeadsandsupportteams,setthestandardforservicedelivery,andbuildasupportorganisationthatscalesasthebusinessgrows. Thisisaleadershiprolefirst,withlimitedhands-onticketwork.Yourfocusisdevelopingpeople,sharpeningprocesses,drivingaccountability,andkeepingclientsconsistentlywellserved.You’llkeepenoughtechnicaldepthtoguidetheteamthroughcomplexincidents,butyourimpactcomesfromhowwellyoubuildandruntheorganisationaroundyou. Thesalaryrangefortheroleis$105,00-$145,000. Whatyou’lldo Teamleadership&development Lead,coach,anddevelopPodLeadsandsupportpersonnel. Runregularone-on-onesandperformancereviews,andsetclearexpectationsandaccountabilitystandards. Supportcareerdevelopment,successionplanning,andbuildingfutureleadershipcapability. Takepartininterviewingandhiring,andoverseeonboardingandtraining. Identifyskillgapsanddevelopmentopportunities. Fosterapositive,high-performanceculture. Technicaloversight&escalationleadership GuideandsupportPodLeadsthroughhigh-impacttechnicalincidentsandclientescalations. Actasasecondaryescalationresourceforcriticalclientissuesaffectingservicedelivery. Maintainenoughtechnicaldepthtoevaluatetroubleshootingapproaches,spotoperationalrisks,andsupportdecisionsduringcomplexincidents. Partnerwithtechnicalleadershiptoimprovesupportstandards,escalationpaths,andservicedeliveryprocesses. Reviewrecurringtechnicalissuesanddrivelong-termcorrectiveaction. Makesuretechnicalteamsstaycurrentonsupportedtechnologiesandbestpractice. Operationalmanagement Overseedailyservicedeskoperations. Monitorservicemetrics,ticketvolume,responsetimes,andworkloaddistribution. Ensureservicelevelagreements(SLAs)areconsistentlymet. Managestaffinglevelsandresourceallocation. Identifyoperationalrisksandputcorrectiveactionsinplace. Serviceexcellence&clientrelationships Drivecontinuousimprovementinitiatives. Establishandmaintainsupportstandardsandbestpractice. Reviewescalatedclientconcernsandservicefailures,andstepintoclientescalationswhenneeded. Supportkeyclientrelationshipsandmonitorcustomersatisfactiontrends. Ensureservicecommitmentsareconsistentlydeliveredandtheclientexperiencestayspositive. Strategicplanning Developdepartmentalgoalsandperformanceobjectives. Partnerwithleadershiptosupportcompanygrowthinitiatives. Evaluatetechnology,tools,andprocessimprovements. Assistwithbudgeting,workforceplanning,andorganisationaldevelopment. Whatwe’relookingfor 7+yearsofITsupportexperience. 3+yearsofleadershipexperience. Atrackrecordofleadingtechnicalteams. Strongunderstandingofservicedeskoperationsandperformancemetrics. Excellentcommunication,coaching,andleadershipskills. MSPormanaged-servicesexperience(stronglypreferred). Requiredtechnicalknowledge StrongunderstandingofMicrosoft365ecosystems. FamiliaritywithAzure/EntraIDandendpointmanagementplatforms. Workingknowledgeofnetworkingprinciples(DNS,DHCP,VPN,TCP/IP,routing,andswitching). UnderstandingofcybersecurityfundamentalsandMSPservicedeliverypractice. ExperiencemanagingtechnicalsupportoperationsinanMSPormanaged-servicesenvironment. Bonuspoints Experienceleadingmultipleteamsorservicedeliveryfunctions. ITILknowledge. Projectmanagementexperience. Technicalcertificationsandleadershipdevelopmenttraining. Howwe’llmeasuresuccess People —employeeengagement,teamretention,internalpromotions,andperformanceimprovement. Operational —SLAattainment,ticketbacklogmanagement,escalationtrends,andservicequality. Client —customersatisfaction,clientretention,escalationresolution,andserviceconsistency. Business —departmentefficiency,resourceutilisation,growthreadiness,andoperationalscalability. Ourhiringprocess We’vedesignedourprocesstogetyoufromapplicationtoofferin2–3weeks—nolengthywaitingperiods,nounnecessarystages. Step1—AIInterview(within48hoursofapplying). CompleteashortAI-poweredinterviewatatimethatsuitsyou.Noschedulingrequired—youchoosewhenyoudoit,anditcanbecompletedwithin48hoursofapplying. Step2—RecruiterCall. AmemberoftheZeroHiringteamwillreachouttowalkyouthroughtheroleandthebusinessinmoredetail,answeryourquestions,andmakesurethisistherightfitonbothsides. Step3—ClientInterviews. You’llmeettheteam.Typically2–3interviewswiththehiringorganisation,designedtogivebothpartiesathoroughandgenuinesenseoffit. Step4—Offer. Ifit’samatch,wemovefast.Expectaclear,timelyofferwithoutthedrawn-outback-and-forth. #J-18808-Ljbffr

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Vacancy posted 3 days ago

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