IT Service Desk Manager
Location: San Jose, CA
Job Type: Full time
Company: K2 Staffing
Salary: $
Category: IT - Help Desk Support
Job Description Apply Now
IT Service Desk Manager Job OverviewWe are seeking an experienced IT Service Desk Manager to join a leading IT solutions company on a full-time basis in San Jose, CA. As an IT Service Desk Manager, you will play a critical role in overseeing technical support operations, managing a team of IT professionals, and ensuring the delivery of high-quality service to clients. The position is ideal for candidates with a strong technical background, proven managerial experience, and excellent interpersonal skills. Working as an IT Service Desk Manager in San Jose, CA, provides access to a dynamic technology environment and opportunities for professional growth.
Key Responsibilities- Collaborate with the sales team to provide technical support before and after sales, including attending discovery meetings, conducting site visits, preparing proposals and presentations, performing technical assessments, assisting with implementation, and managing ongoing technical accounts.
- Oversee and manage projects from initiation through completion, ensuring that deliverables are met on time and within scope.
- Deploy and manage Windows Servers and Active Directory, ensuring optimal performance and security across client environments.
- Design and implement Local Area Networks (LANs) to meet client requirements and business goals.
- Implement and monitor network security protocols to safeguard client data and maintain compliance with industry standards.
- Optimize and maintain network software and hardware, troubleshooting issues as necessary to maintain system integrity.
- Build and deploy file servers and cloud computing solutions tailored to client needs.
- Configure and deploy Voice over IP (VOIP) solutions, integrating communications technology across multiple platforms.
- Perform advanced network infrastructure troubleshooting to quickly resolve issues and minimize downtime.
- Manage Microsoft Exchange Server and ensure seamless telephone solutions for clients.
- Monitor alert systems and respond according to established guidelines, using event log messages to diagnose and resolve issues.
- Handle escalated service requests that require advanced technical expertise or enhanced response.
- Coordinate new user onboarding processes to ensure a smooth transition for clients.
- Demonstrated managerial experience in a technical support environment is required.
- At least three years of hands-on experience configuring, troubleshooting, and repairing networking equipment, Windows servers and workstations, Exchange Server, and Active Directory.
- A minimum of three years working in a client-facing role, such as sales engineering, is essential.
- Exceptional verbal and written communication skills, with the ability to interact effectively with clients at a business level to understand their needs and issues related to technology.
- Strong organizational and time-management skills, with the ability to prioritize tasks in a fast-paced environment.
- Experience writing proposals and implementing technical solutions that align with business objectives.
- Self-motivated, results-oriented, energetic, professional, reliable, and an effective team player.
- Comprehensive understanding of business productivity systems and general technology infrastructure.
- Experience with Remote Monitoring and Management (RMM) tools and Professional Services Automation (PSA) tools is a plus.
- Advanced problem-solving skills, outstanding customer service orientation, and the ability to multi-task efficiently.
- Sales training or experience within a managed service provider (MSP) environment is highly desirable.
- CompTIA Network+ and/or CompTIA Security+ certifications.
- MCSA (Microsoft Certified Systems Administrator/Solutions Associate), MCSE (Microsoft Certified Systems Engineer/Solutions Expert), or MCITP (Microsoft Certified IT Professional) certifications.
- CCNA or CCIE Cisco certifications are considered advantageous.
The IT Service Desk Manager role offers challenging work, career advancement opportunities, a positive work environment, and ongoing professional training. The position is based in San Jose, CA, a vibrant area known for its thriving technology sector and career development prospects. This is a full-time opportunity for individuals passionate about technology and customer service.