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Helpdesk Manager / Run Team Lead

Location: United States - Westport, CT | Full-Time | Office Based: With Covid-19 Socially Distanced Protocols in place  |  Vaccination Required

Job Type: Full-time

Work Remotely: Occasional / This is primarily a Westport CT Office Based role.

Salary: $70,000.00 - $85,000.00 per year

 

Job Description:

Synergy is seeking an experienced Helpdesk Manager (Run Team Lead) for their operations in Westport, CT (occasional remote work offered). The ideal candidate is a team player with excellent communication skills; highly energetic, with a demonstrated love of technology and proven leadership.

This position is responsible for overseeing the service desk support to our diverse customer based (primarily remote/by phone but occasionally on-site within the tri-state area). This role, reporting into executive management, will be responsible for providing internal team support and mentorship, as well as hands-on support and relationship management for our customers.

Roles & Responsibilities:

  • Work with executive management to adapt, create and then own and lead continuous improvement programs within the team.

  • Ongoing Customer (executive level) Relationship management

  • Manage and mentor a team of support technicians.

  • Creating, managing, and maintaining reports (internal and customer requested)

  • Monitor and assign tickets.

    • Maintain SLA’s and SLR’s through timely assignments

    • Balance team workloads and tasks

    • Manage escalations and provide excellent and timely communications to all parties

  • Managing internal escalations and the relationship with the Plan/Build (Engineering team)

  • Hands-on support for our clients, leading the team through example

  • Manage, expand, create, and maintain documentation as necessary

  • Enforce policies, procedures, and provide / oversee training

Required Qualifications:

  • Proven and relevant IT experience (7 years+) in the field

    • Experience managing or leading small/medium sized teams

    • Experience working within an MSP or with an MSP and an understanding of the unique associated challenges of working with multiple diverse customers.

    • A demonstratable understanding what it means to work within contracted customer Service Levels

    • Experience working with and managing a ticketing system

    • Understanding of contractual obligations to clients and partners

  • Hard Skills

    • Experience working with and supporting Microsoft Office 365 including tenant level administration experience

    • Ability to solve practical real-world problems

    • Experience working hands on with both Hardware and Software

    • Build experience of end user workstations (HP, Dell, Desktop, Laptops, Printers, Scanners, etc.)

    • Network Troubleshooting experience - TCP/IP and general WAN/LAN troubleshooting

    • Ability to demonstrate competence in desktop/end-user support, understanding what it means to work within contracted Service Levels and provide excellent customer service to users

  • Soft Skills

    • Excellent communication skills (Written and Verbal)

    • Demonstrated excellent time management skills

    • Self-motivated with the ability to work in a fast-paced company

    • Strong attention to detail

    • Visible positive attitude with a passion for working with people

Preferred Qualifications:

  • Current industry related certification/s or working towards certification such as:

    • Microsoft cloud related certifications

  • Working knowledge of:

    • Microsoft 365 (administration, user management)

    • Windows Server OS

    • Microsoft Windows for desktop

    • Legacy On-Prem Active Directory

    • Azure AD

    • Microsoft Office 365 Suite

    • HP, Dell, Desktop, Laptops, Printers and Scanners

    • Basic Network Troubleshooting - TCP/IP and general WAN/LAN troubleshooting

    • Mac OSX as well as Apple and Dell hardware a plus

Company overview:

​With 26 years in business, Synergy is a leading consulting firm specializing in Microsoft technologies. We have three core disciplines: Technology Solutions, Business Consulting and Digital Transformation.

What is it like working for Synergy?

We are a dynamic, fast paced and rewarding company to work for, with a friendly, supportive work environment and excellent benefits. We provide the appropriate training according to your previous experience and work with you to achieve your personal goals as well as those of our customers. We offer a solid benefits package, which you are eligible for after a brief orientation period, including Medical, Dental and Vision benefits, paid time off, and a and matching contribution into the company sponsored Simple IRA.

Interested?

Submit your resume and a cover letter explaining why you believe you can contribute to our continued success, detailing your strengths, values, and real-world experiences in the field.