IT Help Desk Manager

About This Role

Lead and mentor an IT Help Desk team to provide exceptional technical support to standard and research lab users across multiple sites, focusing on troubleshooting, process improvement, and customer satisfaction.

Responsibilities

• Manage, mentor, and develop a team of IT support professionals to ensure timely and effective resolution of end-user issues across all three sites.
• Champion a customer-first mindset and foster a collaborative, positive service desk culture.
• Oversee daily operations of the IT Service Desk, including ticket management, call handling, and escalation procedures.
• Provide technical assistance and troubleshooting for Windows PCs, Macs, label printers, lab instruments, and other accessories.
• Analyze support metrics, identify trends, and recommend improvements to processes, tools, and technologies.
• Ensure high levels of customer satisfaction by upholding service level agreements (SLAs) and following up on user feedback.
• Coordinate with other IT teams and departments to resolve complex technical issues and facilitate seamless IT operations.
• Develop and maintain comprehensive documentation, standard operating procedures, and training materials.
• Manage staffing schedules to provide coverage for all sites and support after-hours as needed.
• Oversee day-to-day operation and maintenance of lab and research instruments, working closely with scientists.
• Provide priority support for IT lab issues including instrument connectivity, data backup, computer setup, and network-connected devices.

Requirements

• Minimum of 5+ years of experience managing an IT service/help desk team in a multi-site environment.
• 3+ years of experience supporting and maintaining network-connected devices and computers used in laboratories.
• Strong leadership and people management skills with a proven track record of driving team performance.
• Strong technical background with a good understanding of Windows/Mac support, Microsoft 365, Zoom, and Slack.
• Exceptional customer service orientation and communication skills.
• Demonstrated experience with IT service management (ITSM) tools and processes.
• Ability to analyze and report on service desk metrics and implement data-driven improvements.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent experience.
• Minimum of 5+ years of experience managing an IT service/help desk team in a multi-site environment and 3+ years of experience supporting and maintaining network-connected devices and computers used in laboratories.

Skills

* Required skills

Benefits

Certifications