Please call Dalinda at 212-687-4050 ext 382 or email me at DBarzola@forumgrp.com 


The IT Help Desk Manager’s role is to oversee Help Desk staff and ensure that end users are receiving the appropriate assistance. This includes responsibility for managing all help desk tickets, answering as a level-1 support and assigning technical problems to level-2 support staff.

Desired Skills & Experience

Primary responsibilities:

• Answer all help desk calls as a level-1 support and provide follow up to end-users Provide help desk coverage from 8 AM – 4 PM
• Handle and manage all help desk tickets
• Assign tickets to level-2 support staff
• Update, append and manage support staff ticket queue
• Monitor IPCheck and issue tickets for alerts Monthly reporting:
• Detect and analyze trends and problem areas
• Make recommendations based on trends and identify solutions
• Provide training and technical assistance on:
• ShoreTel phone system
• Remote desktop control
• Remote users

Key requirements:

• A Bachelor's degree in Computer Science or related discipline
• Help desk training/certification preferred
• The ability to effectively multitask and meet project deadlines
• The ability to track and trend problems and identify solutions
• Excellent customer service skills are required
• Exceptional written and oral communication skills
• Exceptional interpersonal skills with a focus on listening and questioning skills
• Strong analytical and persuasion skills
• Ability to resolve problems efficiently and effectively
• Ability to handle multiple projects and timelines simultaneously
• Hands on experience with fast-paced, technical environment
• Technical requirements: Microsoft Office Products, Remote Desktop, Desktop OS troubleshooting, Mac OS
• Must have 3+ years’ experience working in IT Help Desk department