Help Desk Manager/Help Desk Supervisor

National Dentex Corporation, headquartered in Natick, Massachusetts, is one of the largest operators of dental laboratories in the United States. We serve an active customer base of over 24,000 dentists through our 44 laboratories located in 30 states and one Canadian province. We are seeking a well organized professional to join our management team. 

The Help Desk Manager oversees the daily operations of our Systems Support Team which is tasked with providing user support for our user community in addition to maintaining the systems that support our decentralized manufacturing operations.  The successful candidate will be responsible for directing a team of four support professionals and actively assisting with technical matters. The ideal candidate must have supervisory and technical support experience, familiarity with administration in a Windows environment and strong communication skills.

Essential Duties:

• Accountable for assigning and monitoring duties and tasks of the Systems Support Team and their specific projects assigned.

•  Assist team members in troubleshooting issues. Insure issues with software and hardware are resolved in a timely manner and to the user’s satisfaction.

·         Work with IT Infrastructure/Application Support group and other departments as needed to accomplish daily tasks and projects.

• Maintain the published Service Level Agreements and monitor measurements to support those service delivery standards.


• Recommend improvements to department processes and procedures.


• Conduct performance evaluations. Make hiring and other personnel-related recommendations to senior management, as needed.


• Provide input towards strategic management/technology decisions.


• Maintain the highest standards of support delivery.

Required Skills:  The applicant must have a minimum of 5 years of hands-on IT experience solving technical issues within a Helpdesk environment, and at least 3 years experience managing Helpdesk Support professionals in a large user environment. Also required is previous experience using Helpdesk software to manage daily priorities.

Abilities:

• Prioritize in a fast-paced environment.


• Self-motivated and exhibit a high degree of professionalism


• Communicate effectively with all levels of employees/management.


• Work with the group in a positive manner.

Pluses:

Experience supporting a manufacturing system, Exchange, Active Directory, BackupExec, Landesk, Kronos or Oracle Applications.