Job Description
The Manager, Help Desk provides support for multiple hardware and software operating system platforms, and supervises help desk and desktop support staff. The incumbent acts as liaison to other IT and departments to ensure that the Help Desk is aware of changes and responsive to the needs of their supported population. Moreover, this employee coordinates and leads the performance of technical specialists and support staff, and modifies or devises new methods, techniques, and procedures. Supervises the performance of Level 1 and Level 2 services and ensures that service levels are achieved, and user expectations are met or exceeded. Establishes priorities that align with the departmental goals and objectives and identifies areas of improvement. Monitors and analyzes trends in computer operations and prepares recommendations for operational improvements. Collaborates with sponsors and stakeholders to define the project business case including project scope, goals and deliverables that support business goals. Manages project communication throughout the life cycle of the project. Communicates and manages Project Risks. Conducts periodic project reviews with key stakeholders, sponsors and team members to provide progress. Point Blank has 70 servers between visual and physical. At least 1200 users and 1500 computers. They close out about 1000 tickets per month. Looking for a diverse candidate who is willing and able to learn new tools and technologies in a fast-paced environment.
Required Skills & Experience
Bachelor's degree in computer science or equivalent.
Minimum 1 year of experience managing IT support teams.
Asset management experience.
Network intrusion methods/vulnerabilities/threats, best practices, and new technologies supporting network security.
Network security aspects including Next Generation firewalls, IPS/IDS, Application Control, Digital Certificates, Proxy Technologies, Load Balancing Technologies, network access control, multi-factor authentication, VPN, AAA, network security monitoring, traffic analysis, Distributed Denial of Service Threats, security vulnerabilities, risk mitigation strategies, security management tools.
Extensive knowledge of PC/LAN communications, hardware/software, and network management
Skilled in the interoperability and connectivity of multiple platforms
Strong computer operations and help desk management skills
Nice to Have Skills & Experience
Cisco Certified Network Professional
Mail filtering systems
Experience managing Endpoint Protection Solutions
Logging and reporting experience with SEIM tools
Firewall Management experience
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.