Help Desk Manager

Help Desk Manager  

Voice Systems Engineering (VSE) is a dynamic organization fueled by entrepreneurial spirit and a collective drive to make a positive impact on people's lives. With a focus on advisor-based technology platforms, our marketplaces span diverse service verticals, including psychic guidance and wellness.   

Our vision at VSE centers on the belief that when talented individuals unite, possibilities become limitless. Rooted in a remote-first environment, we've cultivated a culture that embraces diversity, equity, work-life balance, and a true sense of belonging.    

VSE is searching for a highly skilled and passionate Help Desk Manager with at least 5 years’ experience managing all aspects of a help desk team. If you have a passion for planning, organizing, and managing an outstanding helpdesk team, this position might be the perfect fit.  

If you’re our new Help Desk Manager, you will look forward to engaging in activities such as:      

• Leading our business’ helpdesk function, including mentoring and guiding helpdesk agents to create a high performing support team 

• Developing and implementing help desk policies, procedures, and best practices, including key performance indicators (e.g. help desk team performance and efficiency metrics, customer satisfaction rates, first-call resolution rates, average ticket resolution time, etc.) 

• Acting as a liaison between the help desk and other departments to escalate and resolve complex issues. 

• Overseeing the resolution of Microsoft 365 administration issues, including password resets, new account creation, and login problems. 

• Managing hardware and software troubleshooting processes for staff computers and other devices. 

• Implementing and maintaining an efficient ticketing system and knowledge base. 

• Continuously improving help desk operations and service delivery. 

• Staying up to date with emerging technologies and industry trends. 

Your accomplishments thus far:    

• You have at least five years of experience in a help desk lead position. 

• You have a proven track record in rebuilding and improving help desk operations. 

• You have deep knowledge of ITIL framework and best practices. 

• You have a deep understanding of ManageEngine ServiceDesk or comparable help desk software administration. 

• You have proficiency with Microsoft Windows environment support and administration, such as Active Directory (user administration), Windows Desktop OS (10/11) for deploying/supporting laptops/desktop software, and Windows Server OS (2016+) for application support. 

• You have strong familiarity with Microsoft 365 environment (core apps) support and administration for Office applications (Word, Excel, PowerPoint, Outlook), Exchange email, Teams, SharePoint, and OneDrive. 

• You have experience with Microsoft Entra ID (formerly Azure AD) support/administration for user administration, single sign-on (SSO), multi-factor authentication (MFA), and enterprise application administration. 

This is a varied and interesting role.Some additional skills that would be helpful: 

• Bachelor's degree in Computer Science, Information Technology, or a related field is preferred. 

• Experience with Bright Pattern or comparable call center software administration (roles, permissions, IVR call flows, message administration (voice files), phone number provisioning/management). 

• Experience with order Entry/CRM system support 

• Experience with basic telecommunications support (phone directory/voicemail, phone number provisioning and testing, SMS provisioning and testing, telecommunications vendor management, faxing). 

• Experience with Microsoft SQL Server experience (basic queries and data access). 

• Proficiency with Microsoft 365 environment (as well as familiarity with extended apps, such as Forms, PowerAutomate, PowerBI). 

• Experience with Google environment support/administration (Docs, Workspace, Sheets, Drive, etc.). 

• Experience with Apple Mac environment support/administration. 

• Experience with Mobile device support/administration (iPhone/Android). 

At VSE the well-being of our people comes first, and we have nurtured a culture that focuses on health and wellness, personal growth, and social responsibility. We celebrate diversity and are committed to creating an inclusive environment of belonging for all employees and applicants. We are an equal opportunity employer.        

We offer an unlimited vacation policy and flexible work schedule, so you can prioritize your needs for whatever season of life you are in. Our comprehensive insurance programs include medical, dental, vision, and life. VSE employees also have access to a “wellness wallet” that will reimburse them for gym memberships, workout equipment, mindfulness apps, healthy food boxes, ergonomic workspace tools, and more.           

We prioritize investment in our people by offering a tuition reimbursement program and plenty of opportunities to continue learning. We also help you plan for your future and beyond by offering a 401k match and access to expert financial advice.         

This is a remote based position. You can learn more about life and work at VSE by visiting us here.    
 
We are currently inviting residents of Colorado, Florida, Massachusetts, New Jersey, Ohio, Pennsylvania, Tennessee, Texas, and Washington. 
 
Salary Range:  $80,000 - $100,000 per annum, depending on experience and expertise. This figure represents our good faith and reasonable estimate of the potential salary for this role. Salary and whole compensation package to be determined by the candidate’s education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data. We may offer a salary outside this range to an exceptional candidate.   

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