Help Desk Manager

Help Desk ManagerThe Help Desk Manager works in a Microsoft 365 environment to effectively lead a team of IT support staff, consistently serving the needs of business stakeholders.ResponsibilitiesCollaborationMaintain clear communication with users, IT leadership, business stakeholders, vendors, and remote offices regarding service status, planned work, risks, and major incidentsParticipate in IT planning, budgeting, operational reporting, audits, and business continuity activities as assignedPartner with Infrastructure & Systems, Power Platform, and Security, Compliance & Governance teams to coordinate changes, resolve cross-functional issues, and improve the end-user technology experienceOversightDevelop and maintain help desk procedures, knowledge articles, troubleshooting standards, escalation paths, onboarding and offboarding checklists, and asset recordsEstablish and monitor service-level expectations, including response time, resolution time, ticket aging, backlog, customer satisfaction, first-contact resolution, and reopen ratesPromote compliance with company security requirements, access-control processes, software standards, data-handling practices, and incident-reporting proceduresReview ticket trends and service data to identify recurring issues, capacity constraints, training needs, and opportunities for automation or process improvementStaff LeadershipLead, coach, schedule, and develop help desk personnel while maintaining key performance indicatorsOversee daily help desk operations, including ticket intake, prioritization, assignment, escalation, follow-up, and closureOversee the deployment, configuration, replacement, and lifecycle management of Windows PCs using Microsoft Autopilot and related endpoint management processesServe as the primary escalation point for complex, high-impact, or time-sensitive incidents and coordinate communication through resolutionSupportCoordinate vendor support and technology purchasing related to help desk services, devices, peripherals, warranties, licensing, and repairsEnsure consistent support for Microsoft Teams, OneDrive for Business, Microsoft Office, SharePoint Online, Exchange Online, Microsoft Entra ID, Intune, and related collaboration servicesEnsure reliable support for mobile smart devices that access company systems, including configuration, connectivity, security compliance, and user assistanceProvide hands-on support when needed and perform additional IT leadership or support duties as assignedQualificationsBachelor's degree in information technology, computer science, business, or a related field preferred. Equivalent relevant experience may be considered5 or more years of progressive help desk or end-user support experience, including at least four years in a supervisory or management capacity in Microsoft 365 environmentExperience creating operational documentation, knowledge-base content, support procedures, and management reportsExperience supporting mobile smart devices, remote users, office locations, and hybrid support workflowsHands-on experience with Microsoft Entra ID, Intune, endpoint administration, Windows support, and Microsoft AutopilotPreferredITIL, Microsoft, CompTIA, HDI, or related service-management and technical certificationsCore CompetenciesService leadership and customer focusTeam coaching and performance accountabilityIncident, request, problem, and escalation managementTechnical troubleshooting and sound decision-makingProcess improvement and data-driven managementClear communication and cross-functional collaborationPlanning, prioritization, documentation, and follow-throughBenefitsE2 Consulting Engineers, LP offers an excellent benefits package including health, dental, vision, and life insurance, 401(k) with employer match, paid time off.Wage Data Per State RequirementsSalary range for this position is $110,000 - $165,000. The starting salary will be commensurate with skill, education, experience, and working environment.TravelThis position requires travel to remote offices and project locations approximately once per month. Travel assignments may require up to three consecutive days away from the employee's primary work location. (25%)Local Candidates OnlyYesSolicitationPlease no solicitation of any kind from agencies, staffing, or recruiting firms.EEO StatementAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.