The IT Helpdesk Manager leads the IT support team, ensures effective issue resolution, manages projects and vendor relationships, and oversees IT compliance.
Job Title: IT Helpdesk Manager
Department: Information Technology
Description of the role: We are seeking an experienced and proactive IT Helpdesk Manager to lead our IT support operations. This role is responsible for managing the daily activities of the IT support team, ensuring efficient resolution of technical issues, and driving continuous improvements in IT services. The IT Helpdesk Manager will collaborate with cross-functional departments, oversee vendor relationships, and play an active role in infrastructure planning and execution.
Key Responsibilities
- Team Leadership: Supervise, coordinate, and prioritize the activities of IT support staff to ensure timely and effective resolution of support requests.
- Process Management: Oversee the IT support ticketing/tracking system, ensuring that requests are properly documented, categorized, and resolved in accordance with service-level agreements (SLAs).
- Documentation: Ensure IT support staff maintain accurate, precise, and up-to-date documentation for troubleshooting procedures, knowledge base articles, and system configurations.
- Collaboration: Partner with other departments to proactively address business needs, identify IT-related improvements, and deliver solutions that align with organizational goals.
- Vendor Management: Manage relationships with IT service providers, software vendors, and hardware suppliers, ensuring service quality and cost-effectiveness.
- Project Management: Lead or contribute to IT-related projects, including rollouts, upgrades, and migrations, ensuring they are delivered on time and within scope.
- Compliance & Licensing: Oversee software licensing compliance and maintain accurate records of all IT assets and subscriptions.
- Infrastructure Participation: Collaborate in infrastructure planning, discussions, and implementations to support business continuity and future growth.
Qualifications
- Proven experience managing an IT helpdesk or IT support team.
- Strong knowledge of helpdesk ticketing systems and IT service management (ITSM) practices.
- Familiarity with software licensing, vendor management, and IT procurement processes.
- Solid understanding of IT infrastructure (networking, servers, cloud services, etc.).
- Excellent leadership, communication, and organizational skills.
- Ability to manage multiple projects and priorities in a fast-paced environment.
- IT certifications (such as ITIL, CompTIA, ISC2, or Microsoft) are a plus.
Benefits: G|S offers market-leading benefits, including medical/dental/vision insurance, profit-sharing plan contributions, paid parental leave, 401(k) match, generous PTO, and overtime pay. We also offer fun, intangible perks, such as our annual ski/camping trip, a black-tie holiday party, quarterly departmental mixers (with a travel stipend included), and paid continuing education.
About Us: Gursey | Schneider LLP is a Top 100 Firm and a 10-time recipient of Inside Public Accounting's Best of the Best Firms, with more than 40 years of success in the market. Our firm consists of over 200 accounting professionals, and our talented people consistently drive the success of our business through thoughtful strategy and creative problem-solving.
Top Skills
Cloud Services
Helpdesk Ticketing Systems
It Service Management
Gursey Schneider LLP Los Angeles, California, USA Office
2121 Avenue of the Stars, Suite 1300, Los Angeles, CA, United States, 90067
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