Join Our Team

You will be a Help Desk Manager, Americas providing technical support to colleagues for desktop systems, software, hardware, and network issues. Our dynamic team challenges you to be a forward thinker in the technology space, drive innovation, and add new skills to your toolbox. You will report to the AVP of IT Service Management. Additionally, you will assist with other special projects as assigned. This is a hybrid role, and you will be expected to be in the office 3-4 days a week.

Your responsibilities will include:

Lead a team of Help Desk Analysts ensuring timely and efficient technical assistance is provided in person, via phone, chat, email, or remote access.
Serve as an escalation point for Help Desk Analysts and VIP users.
Diagnosing and resolving technical hardware and software issues.
Researching questions using available information resources.
Advising users on appropriate action and providing basic computer training.
Following standard help desk procedures and logging all interactions.
Ensuring that technical issues and requests are addressed in a timely manner by assigning issues and requests to other areas within IT when appropriate.
Escalating tickets and bringing additional SMEs together to resolve P1 incidents when appropriate.
Maintain and update on-boarding/off-boarding procedures.
Configuring equipment and managing Win 10 workstations with Intune, Active Directory, and other Admin tools.
Supporting wireless mobile devices with connections to email, calendars, and contacts.
Maintaining PC, Mobile and VOIP inventory.
Analyse ticket trends and root causes to identify recurring issues and drive permanent fixes.
Use ServiceNow to present monthly analytics reviews to IT leadership with clear recommendations and measurable outcomes including trends and root cause insights.
Own knowledge base strategy, content governance, and QA for support documentation.
Work on EUC projects as needed.

Your skills and abilities should include:

Demonstrated experience leading a support, service, or help desk environment that focused on a high sense of urgency and customer service satisfaction.
Strong interpersonal, verbal, and written communication skills. Ability to effectively communicate and work with others while providing outstanding customer service.
Super-user in Domain / Active Directory / User administration and knowledgeable in MS Intune MDM or equivalent enterprise grade Mobile Device Management software.
In-depth and hands-on experience with standard PC, laptop, mobile and peripheral configurations with solid understanding of Microsoft Windows 10, Intune, Office 365, Azure, and web-based unified communication platforms (i.e., MS Teams, Zoom).
Self-motivated with an emphasis on continuing to advance technical expertise.
Bachelor’s degree and/or 5-7 years of experience in Information Technology

We aim to retain and attract great people, knowing they can achieve a rewarding and enriching career. We offer a competitive and above market compensation package. The following are some of the benefits and perks we offer our employees:

Medical
Dental
Vision
FSA Medical and Dependent care
Health Savings Account (HSA)
EAP
Basic Life and AD&D (company paid)
Basic Long-Term Disability (employer) paid-Taxable income
Employee paid Long Term Disability(voluntary)
Company Medical Leave, Parental leave- 8 weeks full pay after 6 months of service
Voluntary benefits: short term disability, Critical illness, Hospital Indemnity, Accident
Travel assistance programs Company paid
401(k) 6 % safe harbor match, fully vested after two years, pre- and post-tax contributions allowed
Gym reimbursement
Legal plan
Pet Insurance
Tuition reimbursement
Generous PTO
Flexible work arrangement
Fully stacked pantry on-site
Team outings
ERG Groups

Our CCPA Job Applicant Policy is found here: Sirius-America-CA-Job-Applicant-Privacy-Policy-Final.pdf

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Help Desk Manager, Americas