IT Helpdesk Manager

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IDR is seeking a dynamic and experienced IT Helpdesk Manager to join one of our top clients in Decatur, Georgia. This role is an exciting opportunity for a seasoned professional to lead a technical support team, providing comprehensive hardware, software, and system support across the organization. If you are passionate about team management, vendor oversight, and technical support, and are ready to take on the challenge of ensuring customer satisfaction in a fast-paced environment, we encourage you to apply today!
 

Position Overview/Responsibilities for the IT Helpdesk Manager:
 

• Lead and manage a team of 5-7 technical support representatives, assigning workloads, monitoring performance, and ensuring efficient resolution of escalations.

• Provide advanced support for desktops, laptops, and mobile devices, including Windows OS, Office365, and peripherals.

• Oversee support for technology such as CCTV, public safety radios, and badge machines.

• Interface with customers, including handling C-level escalations.

• Advocate for agency needs with outsourcing vendors and maintain compliance with ITIL Service Framework standards.

• Assist with projects and special assignments, document incidents, create work instructions, and initiate best practices.

Required Skills for IT Helpdesk Manager:
 

• 5-8 years of experience leading technical support teams.

• Strong team-building, interpersonal, and organizational skills.

• Exceptional written and verbal communication skills.

• Proven experience in managing help desk operations and resolving C-level escalations.

• Expertise in Microsoft/Windows environments and cloud-based applications (Office365).

• Proficiency in supporting mobile devices (smartphones, tablets, peripherals).

• Ability to travel within Georgia as needed.

What’s in it for you?
 

• Competitive compensation package

• Full Benefits; Medical, Vision, Dental, and more!

• Opportunity to get in with an industry-leading organization

• Close-knit and team-oriented culture

Why IDR?
 

• 25+ Years of Proven Industry Experience in 4 major markets

• Employee Stock Ownership Program

• Medical, Dental, Vision, and Life Insurance

• ClearlyRated's Best of Staffing® Client and Talent Award winner 11 years in a row

All 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. IDR is subject to certain governmental recordkeeping and reporting requirements for the administration of civil rights laws and regulations. In order to comply with these laws, we invite employees to voluntarily self-identify their race or ethnicity, gender, and veteran status (if applicable). Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provisions of applicable laws, executive orders, and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement. You may access this form here.

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