Manager, Helpdesk

Job Description

Position Title: Manager, Helpdesk

$96,339 to $134,785 annually DOE

Comprehensive health benefits include - medical, dental, vision, 401k, flexible spending account, paid sick

leave and paid time off, parental leave, quarterly performance bonus, training, career growth and education

reimbursement programs.

At Ziply Fiber, our mission is to elevate the connected lives of our communities every day. We are delivering the

fastest home internet in the Northwest, with a focus on areas traditionally underserved by mainstream internet

companies. And as our state-of-the-art fiber network expands in WA, OR, ID and MT, so does our need for team

members who can help us grow and realize our goals.

We may be building internet, but we are reaching real people. We strive to build relationships and provide

customers and communities with refreshingly great experiences.

We emphasize our values in all our interactions:

Genuinely Caring: Our customers and colleagues are people, and quite possibly our neighbors. We put

ourselves in their shoes and give them our full attention.

Empowering You: We empower our customers to choose the products that best meet their needs, and we

support our employees to implement solutions that elevate the experiences of our customers and coworkers.

Innovation and Improvement: We always look for ways to make the experiences of our customers – and each

other – better.

Earning Your Trust: We earn trust by communicating simply and transparently as real people, not as a

corporation.

Job Summary:

The Helpdesk Manager leads a frontline customer support team in delivering outstanding service to internal

stakeholders across the organization. This role is responsible for ensuring the consistent delivery of high-quality

technical support, fostering continuous improvement in service delivery, and developing a high-performing,

customer-focused team. The ideal candidate will be a hands-on leader who thrives in a fast-paced environment

and is committed to operational excellence.

Essential Duties and Responsibilities:

The Essential Duties and Responsibilities listed below are a range of duties performed by the employee and not

intended to reflect all duties performed:

• Lead and mentor Helpdesk staff, fostering growth, accountability, and alignment with company standards
  
  
  

and procedures. Provide Tier 3 Support for all hardware, software, and technology systems issues.

• Install, configure, test, deploy, maintain, monitor, and troubleshoot end-user and network
  
  
  

hardware, peripheral devices, printing/scanning devices (and drivers), presentation equipment,

software, and other products to deliver uptime and productivity.

• Oversee day-to-day operations of the Helpdesk department to ensure timely and effective support.
• Manage staff scheduling and ensure adequate coverage across all company locations.
• Contribute to company-wide IT standards initiatives, including hardware lifecycle management and asset
  
  
  

tracking.

• Oversee all IT contracts & budget for help desk software, Licensing & Hardware Purchases.
• Manage inventory and procurement for over 2,000 laptops, desktops, and peripherals.
• Oversee ordering and inventory of more than 1,000 mobile devices across Verizon, AT&T, and FirstNet
  
  
  

(Including tablets). Develop internal and end-user training documentation to support Help Desk staff’s

related procedures and workflows.

• Partner with IT Leadership to ensure smooth onboarding of new workflows.
• Utilize excellent customer service skills and exceed customer expectations.
• Preserve and grow your knowledge of IT procedures, products, and services.
• Ensure proper recording, documentation and closure of incidents and requests.
• Develop reports, draw conclusions, and suggest process improvements based on trends from data in the
  
  
  

incident tracking system.

• Provide 24/7 on call support in a server environment.
• Perform other duties as required to support the business and evolving organization.
  
  
  

Qualifications:

• Associate’s degree in a relevant field required.
• Minimum of five (5) years’ experience in a technology leadership role.
• People management experience required.
• Must have excellent knowledge of PC and desktop hardware and internal components and hands-on
  
  
  

hardware troubleshooting experience.

• Must have extensive equipment and support experience both at hardware and software level.
• Must have strong customer service orientation with ability to present ideas in business-friendly and user-friendly
  
  
  

language.

• Proven analytical/problem-solving abilities and strong attention to detail.
• Strong (end-user and administration perspective) application knowledge of Office 365 (including TEAMS),
  
  
  

SharePoint, and OneDrive.

• Strong understanding of smartphones and their integration into workplaces systems and applications
  
  
  

including Apple and Android devices required.

• Must be highly self-motivated and directed with the ability to effectively prioritize and execute tasks in a
  
  
  

high-pressure environment.

• Strong collaboration skills to engage with other technology team members to ensure high level service
  
  
  

delivery and efficient operation of the organization’s technology environment.

• Demonstrated ability to “find the answer” through collaboration, search, and documentation.
• Must have a strong interest in “making things better” through streamlining the process, better ways to
  
  
  

provide service delivery, new tools, and approaches.

• Ability to lift and transport moderately heavy object (up to 50lbs), such as computers and peripherals.
• Must have and maintain a valid driver’s license, auto insurance, and satisfactory driving record.
  
  
  

Knowledge, Skills, and Abilities:

• Ability to communicate effectively across formats (email, chat, text).
• Ability to create and update documentation around systems, applications, and process.
• Intermediate knowledge of Android & iOS.
• Understanding of how different IT Systems interact.
• Understanding of MDM platforms.
• Ability to work on-call and flexible hours as needed.
• Ability and a desire to stay knowledgeable in new and changing technology.
• Self-motivated to identify issues and develop appropriate resolution.
• Ability to work independently and apply sound judgment and reasoning skills to a variety of situations.
• Ability to multi-task and collaborate effectively with other personnel to meet deadlines.
• Strong verbal and written communication, attention to detail, and organizational skills.
• Ability to work within critical deadlines.
• Ability to adjust to rapidly changing priorities and schedules.
• Ability to provide excellent customer service.
  
  
  

Work Authorization:

Applicants must be currently authorized to work in the US for any employer. Sponsorship is not available for this

position.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to

successfully perform the essential functions of this job. Reasonable accommodation may be made to enable

Individuals With Disabilities To Perform The Essential Functions.

Essential and marginal functions may require maintaining physical condition necessary for bending, stooping,

sitting, walking, or standing for prolonged periods of time; most of time is spent sitting in a comfortable position

with frequent opportunity to move about. The employee must be able to lift and/or move up to 50 pounds. Specific

vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth

perception, and the ability to adjust focus.

Work Environment and Additional Information:

Work is performed in an office setting with exposure to computer screens and requires extensive use of a

computer, keyboard, mouse, and multi-line telephone system. The work is primarily a modern office setting.

At all times, Ziply Fiber must be your primary employer. Unless otherwise prohibited by law, employees may not

hold outside employment nor be self-employed without obtaining approval in writing from Ziply Fiber. In holding

outside employment or self-employment, employees should ensure that participation does not conflict with

responsibilities to Ziply Fiber or its business interests.

Diverse Workforce / EEO:

Ziply Fiber is an equal opportunity employer. Ziply Fiber will consider all qualified candidates regardless of race,

color, religion, national origin, gender, age, marital status, sexual orientation, veteran status, and the presence of

a non-job-related handicap or disability or any other legally protected status.

Ziply Fiber requires a pre-employment background check as conditions of employment. Ziply Fiber may require a

pre-employment drug screening.

Ziply Fiber is a drug free workplace.