Job Description
Position Title: Help Desk Manager
We are seeking a Help Desk Manager who excels in both leadership and hands-on technical work. This role is ideal for someone who can effectively manage and mentor a team while staying actively involved in day-to-day IT support and operations. In addition to overseeing helpdesk activities, the Help Desk Manager will directly contribute to troubleshooting and resolving complex technical issues, ensuring the smooth operation of the organization’s IT infrastructure.
Key Responsibilities
· Helpdesk Operations Management: Oversee the daily operations of the IT helpdesk, ensuring support tickets are resolved efficiently and within established service-level agreements (SLAs).
· Helpdesk Performance Monitoring: Track and analyze helpdesk performance metrics, driving continuous improvements to reduce response times and increase service quality.
· Technical and Security Support: Provide support for hardware, network, and software troubleshooting, focusing on basic to intermediate server maintenance tasks (e.g., VMware, Windows Server, Hyper-V, SQL), and network service operations.
· Network and Security Management: Collaborate with our MSP to assist in the occasional maintenance of firewalls, and manage network modifications for switches, routers, and firewalls to ensure network performance optimization.
· Server and Cloud Management: Perform server maintenance, manage on-premise and cloud services (e.g., Active Directory, EntraID), and utilize Microsoft Intune for device management and security.
Qualification: Required Knowledge, Skills, Abilities
· Technical Proficiency and Expertise : Deep understanding of computer systems, mobile devices, and a broad range of tech products with a focus on secure configurations. Proficiency in Microsoft tools and the Microsoft 365 stack; familiarity with Meraki, Hyper-V, VMware, and Windows Server; experience with Cisco and Palo Alto firewalls preferred; knowledge of Linux, routing protocols, and OT networking is a plus.
· Comprehensive IT Knowledge: Expertise in both on-premise and cloud services, including Active Directory (AD) and Entra; experience with Microsoft Intune for secure device management.
Required Experience
· Education: Bachelor’s degree in Information Systems, Information Technology, Computer Science, or related field preferred.
· Experience: 5-7 years of IT support experience, MSP Experience is a strong plus
· Certifications (preferred): Relevant Microsoft 365/Azure certifications are a strong plus, with CompTIA Network+ and CompTIA Security+ being highly desirable.
Company DescriptionBlackTree Technical Group is a full-service staffing and recruitment firm. Our team consists of an experienced group of Senior Technical Recruiters and Account Managers with over 40 years of industry experience. Our firm prides itself on our technical knowledge, innovative sourcing strategies, and most importantly, a long-standing record of proven results for both clients and job-seekers.
BlackTree Technical Group is a full-service staffing and recruitment firm. Our team consists of an experienced group of Senior Technical Recruiters and Account Managers with over 40 years of industry experience. Our firm prides itself on our technical knowledge, innovative sourcing strategies, and most importantly, a long-standing record of proven results for both clients and job-seekers.
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