IT Helpdesk Manager

TeleSign is a cloud communications company that is redefining the way the largest brands in the world protect, connect and engage with their users. With an innovative suite of APIs, enhanced by data intelligence and Machine Learning, TeleSign delivers communication, verification and Mobile Identity solutions that have been used by almost everyone around the world. In business for more than a decade, profitable and located in the heart of Silicon Beach with panoramic views of the ocean and Hollywood sign, there is no better place to evolve and grow your career.

The help desk manager is responsible for overseeing TeleSign’s shared office infrastructure and equipment, software and account management for equipment and office infrastructure, asset management, software licensing management and general day-to-day help desk requests.  This position will require current working knowledge of technologies detailed below along with excellent communications skills and a focus on customer support targeting TeleSign employee base.  In addition, this role will lead, mentor, and offer support for our helpdesk team.

Essential Functions

• Provide management, direction, and leadership for the helpdesk team.
• Support all employee on & off Boarding activities including configuring, equipment, installing software, setting up email/telephones, VPN accounts and other services, setting up accounts and access rights based on role, providing employees office access.
• Coach and develop team members to maintain exceptional levels of service to TeleSign employees. Advise and mentor staff to meet established goals, provide technical guidance, and guide career development.
• Perform staff 1-1s, annual performance evaluations and recommendations for staff quarterly bonuses based on goals and performance.
• Provide support and troubleshooting to local and remote staff for all aspects of IT.
• Working with other operations staff (systems administrators, network engineers, DBAs) when necessary to insure TeleSign staff have the equipment, software, and access to perform their jobs productively.
• Develop, implement, maintain standards documents, policies, and runbooks for helpdesk operations.
• Identifies diagnoses and resolves issues for users of the TeleSign internal systems and applications, personal computer software and hardware, local network, the Internet, and new computer technology in a call center environment; communicates solutions to end-users.
• Maintains asset and software inventory. Works with TeleSign Operations management and Finance to acquire new assets based on approved budgets and approved needs.
• Obtains quotes and places orders with vendors/providers to acquire equipment and software in support of staff and Operations needs for data center equipment.
• Develop a detailed project plan and provide regular status updates on projects.
• Set and track helpdesk team KPIs and report to operation management team.

Essential Requirements

• • 3+ years of experience with managing and administering Windows 10, Active Directory, Microsoft Office, and O365.
  • 2+ years of management experience in organizing, planning, and executing large-scale projects from conception through implementation.
  • A track record as a coach, mentor, and developer of talent.
  • Strong interpersonal skills with a focus on customer service.
  • Ability to drive to big picture goals and milestones while maintaining a strong attention to detail.
  • Self-motivated and excellent time management and organizational skills.
  • Experience with JAMF to manage and administer Apple devices.
  • Experience working with SSO and SAML.
  • Working knowledge of VMware Linux Workstation and Mac.
  • Ability to solve problems quickly and automate processes.
  • Experienced supporting major PC components i.e. desktops, laptops, printers, tablet, monitors.
  • Experienced working with the JIRA ticketing system.
  • Solid understanding of networking, video conferencing, and AV system.
  • Good communication and presentation skills

Preferred Qualifications

• Degree in Computer Science or equivalent.
• Experience with virtualized environments.
• Experience with SAN / NAS environments.
• MCITP is a plus but not required.
• Experience of Incident, Problem, and Change Management processes in line with ITIL best practice.
• ITIL certificate is preferred