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Help Desk Manager

  • Location: Madison, Wisconsin
  • Type: Direct Hire
  • Job #2996

Our partner in Madison, WI is looking for a Help Desk Manger that will manage end user services for a blend of their environments is a blend of offices, labs and GxP facilities. The ideal candidate can work in a growing organization, deliver strong customer service, and helping with a variety of technical challenges.

Responsibilities

  • Led the Help Desk team at the Madison site
  • Triage incoming support requests and assign to appropriate team members
  • Oversee the onboarding and initial technology training of new Arrowhead employees
  • Ensure customer service is timely and accurate
  • Analyze and perform advanced maintenance and repairs of personal computer hardware, software, and peripherals for enterprise customers, including remote users and sites
  • Recruit, train and support help desk representatives and technicians
  • Oversee the PC life cycle – forecasting, purchasing, imaging, deploying, migrating, and retiring PCs
  • Maintain current knowledge of Windows 10, MacOS, and Office 365
  • Support and troubleshoot video conferencing issues (Teams and Zoom) on PCs and in conference room environments
  • Active Directory administration of individual and group accounts
  • Maintaining accurate and up-to-date equipment inventory and configuration details
  • Support software asset management including license compliance and configuration management and responds to audit inquiries regarding software licensing
  • Led problem management efforts as needed (e.g., service outages)
  • Work closely with Information Systems & Informatics business partners in support of labs, in particular the Benchtop Support team

Requirements:

  • Proven work experience as a Help Desk leader
  • Hands on experience with help desk and remote-control software
  • Solid technical background with an ability to give instructions to a non-technical audience
  • Customer-service oriented with a problem-solving attitude
  • Excellent written and verbal communications skills
  • Team management skills
  • Bachelor’s degree in Computer Science, Information technology or a relevant field

Preferred:

  • Experience working in the Life Sciences industry

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