Hands-on IT Helpdesk Manager

Software Guidance & Assistance, Inc., (SGA) is seeking an experienced IT Helpdesk Manager for a Right-to-Hire Contractor assignment with one of our premier Financial Services clients in mid-town NYC. Hybrid - 2-4 days/week in the office. He or she will lead the firm's team of helpdesk technicians across multiple locations, including New York and Madrid.

The ideal candidate will oversee the helpdesk team's daily operations, ensuring timely and efficient resolution of break/fix issues, software and hardware installations, ad-hoc requests, office setups and moves. Additionally, monitoring helpdesk performance metrics, analyzing data, and generating reports to identify areas for improvement is a key aspect of the role. the Helpdesk Manager will play a crucial role in the day-to-day communications with leadership and being a point of contact for escalations when needed from the team. Collaboration with other IT teams and departments to ensure seamless integration and support for company-wide initiatives is also critical.
Responsibilities

• Overseeing case management and adhering to SLAs in internal ticketing platform to ensure efficient ticket resolution
• Coordinate daily standup meetings with the team to ensure tickets are being actioned and communicated in a timely manner.
• Serve as escalation point for troubleshooting hardware and software issues with a deep understanding of Windows 10/11. Help resolve the most difficult tickets.
• Troubleshoot escalated issues from the O365 product suite, add-ins, and upgrades
• ITIL driven mindset to promote proactive enhancements and improve service quality for our clients
• Design and implement department-driven best practice policies and procedures
• Maintain and keep all knowledge-based articles updated and promote self-service capabilities
• Ownership and maintenance of our virtual desktop platform AWS Workspaces
• Proficiency in endpoint analytics to monitor and enhance the performance of user devices
• Experience with OKTA software deployment to manage user authentication and access
• Liaise with Systems Engineers as part of troubleshooting and to improve throughput
• Management of on-prem A/V equipment - Teams Room management preferred
• Coordination with MSPs and vendors that align with the Help Desk department
• Strong PowerShell scripting skills for automating tasks and improving efficiency
• Comprehensive knowledge of IT infrastructure, including hardware and network systems, to support installations and setups
• Familiarity with helpdesk software and tools to monitor performance metrics and generate reports
• Adhere to established information security standards and procedures
• Identify trends that result in problem tickets to prioritize

Primary responsibilities estimated percentage:

• 75% Team Management and Technical Support
• 25% Operational Oversight/Project Management/Collaboration

Skill Requirements

• At least five years of experience in a service desk management/leadership role within a financial services organization
• Deep understanding of Windows 10/11 and the O365 product suite.
• Very Strong/Level 3 Tech support skills
• Proficiency in helpdesk software and tools
• Experience leading onshore/offshore (minimal) teams across multiple time zones
• Experienced in structuring helpdesk policies, procedures, and best practices to enhance service efficiency and customer satisfaction
• Excellent troubleshooting and problem-solving skills
• Exceptional communication and interpersonal skills, with the ability to interact effectively with team members, stakeholders, and end-users
• Passion for customer service and supporting the firm's clients' needs
• Bachelor's degree in Information Technology, Computer Science, or a related field

Preferred Skills

• Strong knowledge of ITIL industry standards and experience aligning the firm's current and future IT services with their customers' needs

SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .

SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company to request an accommodation or assistance regarding our policy.