650 941-5115 Mon - Fri 8:00 am to 5:00 pm.

HELP DESK MANAGER

  • Location:
  • Salary:
    negotiable
  • Job type:
    Direct Hire
  • Posted:
    2 weeks ago
  • Category:
    Information Technology
  • Deadline:
    October 14, 2022
  • Job Level:

HELP DESK MANAGER

DIRECT HIRE

REDWOOD CITY, CA

Option 1 Staffing is an award winning, statewide, recognized leader in staffing and recruiting, specializing in placing the highest caliber of Non-Clinical Healthcare, Information Technology, Supply Chain, Administrative/Office and Accounting/Finance professionals in contract and direct-hire opportunities. We work with top and emerging companies in the Technology and Healthcare industry.

Our client is a clinical-stage precision oncology company focused on developing novel targeted therapies to inhibit high-value frontier targets in RAS-addicted cancers. The company’s R&D pipeline comprises RAS(ON) Inhibitors designed to suppress diverse oncogenic variants of RAS proteins, and RAS Companion Inhibitors for use in combination treatment strategies. As a new member of the team, you will join other outstanding scientists in a tireless commitment to patients with cancers harboring mutations in the RAS signaling pathway.

The Opportunity:

The Help Desk Manager manages a team of support personnel who troubleshoot and resolve IT issues. This person will ensure the help desk staff uses the required tools and software to identify, document, track, resolve, and escalate reported problems. The role is part general management, part service operations and part special projects – the helpdesk manager wears many hats. This person will also serve as the helpdesk liaison to major business-impacting initiatives.

Required Experience, Skills, and Education:

  • At least five (5) years of Help Desk Management Experience. Bachelor’s Degree in Information System or Computer Science preferred. Additional years of experience may substitute degree. This position requires on-site presence.
  • Bay Area candidates only.
  • You have past experience managing a Service/Helpdesk.
  • You have experience improving the operations of a Helpdesk by creating efficiencies in solving the submitted tickets.
  • You have experience hiring employees, training, staff scheduling, assisting in process definition, and identifying/selecting tools that help improve operational efficiency.
  • You have ample experience mentoring, handling escalations, conducting executive/customer communications, workload balancing, operations performance analysis, and embodying continuous improvement.
  • Prioritize and schedule help desk activities to ensure maximum high-quality issue resolutions in minimum time.
  • Gather weekly KPIs and report to management for trend analysis and continuous improvement purposes.
  • Analyze existing tools and processes and help develop new tools and processes to optimize service and staff performance as well as end user productivity.
  • Ensures project/department milestones/goals are met and adhering to approved budgets.
  • Own the IT Asset Management process including recommending improvements to the process as well as monitoring and auditing the existing process. Execute the procurement process for new hardware and devices. Successfully pass internal audits.
  • Have built a Helpdesk from the ground up is a plus.
  • Experience with Zendesk, MobileIron, Automox, Asset Panda, KnowBe4, Mimecast, Crowdstrike is plus.
  • Microsoft Active Directory and Office365 technologies.
  • Windows and Mac endpoint management.
  • Zendesk ticketing system is highly preferred.
  • Experience in Microsoft products, protocols, and tools: Microsoft Azure, O365, SharePoint and Active Directory.
  • Experience and understanding of networking protocols.
  • Strong communication skills, organizational skills, and attention to detail.
  • Ability to coordinate multiple activities.
  • Strong leadership and technical skills.
  • Strong interpersonal skills.

​​​​​​​For immediate consideration, please apply!

“Best of Staffing Award

Best of Staffing Award is the only award in the U.S that recognizes staffing agencies that have proven superior service quality based entirely on ratings provided by their clients and job candidates. Award winners make up less than 2% of all staffing agencies in North America.

“Top Performer Award”

Top Performer Award by Workforce Logiq highlights high-performing staffing companies who are chosen based on a variety of criteria critical to our clients’ satisfaction, including customers serviced, cycle time, submittals per requisition, percentage of submittals hired, program compliance, fill ratio, and more.

Member American Staffing Association Since 1991.

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