Agrati Hiring for IT Help Desk Manager Job at Park Forest, IL Full Time

POSITION SUMMARY:

The Help Desk Manager requires a hands-on technical leader, responsible for delivering top level support for Agrati – NAFTA staff. The manager is expected to be an expert at monitoring, correcting, and evolving complex technical issues and infrastructure while seeking to constantly improve current ICT methods and processes.

SPECIFIC RESPONSIBILITIES:

• Ensure the Health, Functionality, and Continuous Improvement of end user computers and peripherals
• Project lead upgrades and enhancements to the help desk infrastructure
• Administer patch management.
• Update and establish end-user ICT policies
• Deliver frontline technical support for Agrati – NAFTA staff
• Monitor ticket volume and performance metrics
• Establish and implement ITIL standards
• Analyze department requirements to determine technology needs and opportunities
• Escalate and resolve software and hardware issues to appropriate ICT team members
• Maintain user data and backups
• Integrate existing solutions from Italy’s central solutions for alignment
• Perform other duties and special projects as assigned
• Travel to other plant locations as needed
• Setup, Upgrade, Configure Thin Client for Machine Operators
• Take end-user support and basic Plex ERP admin role

Education:
Bachelor’s Degree in Information Technologies or related field or 5+ Years working in or managing an IT Help Desk

Experience and Background:

Minimum of 5 years’ professional or technical experience in IT with a strong background in all aspects of customer service
Minimum of 2 years’ current management experience that demonstrates proficiency in leadership techniques and management of resources
Hands-on experience with a wide variety of computer software, hardware, and peripherals, including Microsoft365
Experience with computer security systems, password, and file protection protocols
Basic networking knowledge to support desktop issues
Configuring and maintaining a help desk ticketing software
Strong Analytical and Problem-Solving Skills

Related Knowledge
Solid technical background with an ability to give instructions to a non-technical audience
Strong communication and interpersonal skills with the ability to effectively listen and communicate information in a clear and concise manner.
Plan, organize, and coordinate work to meet established deadlines and accommodate changing priorities
Ability to communicate and partner with other departments in order to identify and assist in the development of enhanced processes and procedures.
Facilitate process improvement projects with the team based on sound data analysis
Proven ability to lead teams toward organizational goals with successful outcomes
Demonstrate de-escalation skills and ability to effectively diffuse/resolve customer complaints
Other Qualifications
Must be team-oriented, possess a positive attitude, and work well with others
Have a genuine passion for providing excellent customer service and a problem-solving attitude
Ability to lift up to 30 pounds

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Compensation package:

• Bonus pay

Experience level:

• 5 years

Schedule:

• 10 hour shift
• Day shift
• Weekend availability

Education:

• Bachelor’s (Preferred)

Experience:

• Management: 2 years (Required)
• Technical support: 5 years (Required)

Willingness to travel:

• 25% (Preferred)

Work Location: One location