IT Helpdesk Manager

Description

Every day, we work together for what matters – bold, swift, and equitable climate action.

ABOUT THE ROLE

The helpdesk team at 3Degrees provides day-to-day technical support for 3Degrees’ globally dispersed workforce. Our team is responsible for ensuring desktop and office systems are working correctly and enabling our teams to function efficiently. We are always looking for top talent to join our diverse team. For this role, we are looking for a resourceful, knowledgeable, helpful, and cooperative IT professional to manage and mentor a high-performing team.

This is a full-time, exempt role reporting to the Director of IT. This position is open to candidates ideally based within a commutable distance of our Portland, Maine office, where you can enjoy a flexible, hybrid-working pattern. Exceptional candidates based outside of Portland, Maine, as well as in Massachusetts and New Hampshire may also be considered to work from a remote home office

WHAT YOU’LL DO

In this role, you will bring your expertise and solution-oriented perspective to support our needs as the company continues to scale and will be responsible for three key areas of focus:

IT Systems and Support Tools Management:

• Manage the use of our IT support tools and recommend and implement improvements for the following:

• Microsoft Azure support tools (Autopilot, Intune, Azure AD, etc)

• Windows workstation support, especially Windows 10/11 laptops

• MacBook support

• Help desk ticketing system, bonus points for Jira experience

• Microsoft Active Directory

• Remote user assistance

• Google G Suite administration

• Software/VOIP telephone administration, especially RingCentral

• Video meeting support and Slack

• Network, WiFi, and printer connectivity and troubleshooting

IT Processes Management:

• Responsible for customer satisfaction -- track and respond to user feedback

• Track and follow up on high-stakes tickets (urgent, high profile, problem users, or unusual issues), and handle escalations

• Set, enforce, and track service-level agreements

• Take the lead on IT support processes:

• Manage and standardize the way tickets are assigned, triaged, categorized, escalated, tracked, and closed

• Manage repeat incidents by analyzing root causes and developing efficiencies

• Act as Helpdesk point of contact and coordinate with other teams, both within and outside IT, as necessary

• Own helpdesk communications and user account management

• Provide occasional off-hours helpdesk response

• Assist with IT offboarding and removing access for departing employees

People Management (team & internal clients):

• Experience managing, leading, and coaching inherited teams with successful outcomes.
• Assist with IT onboarding and training for new employees
• Provide hands-on support -- the team will be small and this role will need to handle tickets and escalations directly
• Mentor, teach, and explain concepts verbally and in writing
• Empower your immediate 3Degrees IT team to deliver on setting and achieving goals and to further develop skill sets relative to their roles and professional interests

ABOUT YOU

You bring excellent time management, communication, and documentation skills, along with knowledge of the technologies noted above.  In addition, we believe that an individual with the following experience will have the best opportunity for success in this role:

• Microsoft Azure experience
• 2-4 years of helpdesk management experience, including managing a team, and 3-5 years of hands-on helpdesk or desktop support experience
• Experience managing a geographically dispersed team across multiple time zones
• Knowledge of IT customer service management principles focused on supporting the entire workforce
• Excellent customer service skills -- a desire to treat coworkers with respect, build trust, and help them be productive

HOW WE DEFINE SUCCESS

Within 30 Days

• Able to begin making support decisions and setting priorities that demonstrate an understanding of our corporate business structure, both organizationally and geographically
• Have begun to develop relationships with the helpdesk team, the broader IT team, and key department stakeholders across the company (as identified by your manager)
• Have begun to identify potential areas for improvements in our processes, including the ticketing process, multi-time zone support coverage, and staff training.

Within 3 months

• Have identified and begun to implement key desktop support metrics and KPIs
• Have established baseline levels for desktop support metrics, KPIs, and customer satisfaction to measure against going forward
• Have identified  and begun documenting impactful areas of process improvement that demonstrate an understanding of 3Degrees business goals and growth plans
• Have established relationships with department heads and understand the support needs of their teams

Within 6 months

• Have identified and documented specific company-wide support pain points and have begun to develop processes to address these
• Have begun tracking support metrics and KPIs for the helpdesk team
• Have begun implementing improvements in IT support processes, coverage, and training
• Are able to assist with a wide range of support issues and provide 2nd tier ticket support

COMPENSATION & BENEFITS

• Compensation: The starting base pay for this position is $88,920 to $133,800 in the US. The total compensation package for the successful candidate in this role may exceed the base pay as it includes other incentive pay. The base pay is dependent upon many factors such as location, transferable or job-related skills, work experience, relevant training, business needs, and market demands. The base salary range is subject to change and may be modified in the future.
• Benefits: this position is eligible for a benefits package that includes medical, dental, vision, 401k, flexible paid time off and more. Additional information regarding the benefits available for this position can be found at: https://jobs.jobvite.com/3degrees/jobs/jointheteam
• Supplemental Pay: this position is eligible for discretionary bonus programs including the company’s profit sharing program and an annual performance bonus based on personal, department and company goals.
• This compensation and benefits information is based on 3Degrees’ good faith estimate as of the date of publication and may be modified in the future.

OUR COMMITMENT TO DIVERSITY, INCLUSION AND EQUITY

3Degrees is an equal opportunity employer. We are committed to creating an inclusive environment where different perspectives contribute to better solutions. 3Degrees welcomes people regardless of race, color, religion, national origin, gender, gender identity or gender expression, age, sex, pregnancy, marital status, ancestry, disability, military or veteran status, sexual orientation, genetic information, or any other category protected by law. .

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