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IT Helpdesk Manager

IT Solutions

This is a Full-time position in Wilmington, DE posted November 24, 2021.

About Us:

IT Solutions Consulting is an employee-owned Managed Services and Application Development company with over 25 years of experience.

We provide reliable and secure IT support and strategic technology guidance to a diverse clientele.

As an open-book management company that promotes transparency and teamwork at all levels, our employees know the details of how our business runs and work closely together to make client success our success.

As employee-owners, our staff are empowered to make a difference in how our business is run and reap ongoing financial and professional rewards for their dedication and commitment to our clients and our company.


Duties and responsibilities

Provides support for all information technology products and services.

Support may include answering questions, troubleshooting problems, teaching, or instructing users regarding software or hardware functionality and communicating policy.
Provide outstanding customer service to internal staff and locations.
Oversee the IT ticket system and IT Support team with the assignment, prioritization, escalation, documentation, and resolution of all support tickets and related requests.
Create, maintain, and update documentation, policies, and procedures.
Oversees and assures the quality and quantity of workflow.
Creates documentation and status reports.
Analyzes team, procedural and system performance and provides technical analysis and recommendations.
Monitor and report on help desk tasks and productivity.
Assist with testing, scheduling, and deploying updates
Responsible for monitoring and tracking assets in asset management system.
Communicate and collaborate with other areas of IT to find solutions to unique problems.
Evaluates workload and assigns resources.
Additional duties as assigned
Bachelor’s degree in Computer Science, Systems Engineering or similar with minimum of 6-8 years’ experience in the technology field preferred.

Equivalent experience considered.
1-3 years’ experience in supervisory/management role
Experience with troubleshooting PC’s & Hardware
Demonstrated experience leading teams or providing technical oversight to a team or group
Ability to communicate technical concepts to technical and non-technical audiences
Analytical and problem-solving skills
Excellent organization and interpersonal skills
Understanding of ITIL or certification
Industry certifications (Microsoft, Cisco, Project Management, A+)
Compensation Package:

ITS offers a full benefits package, including:

Medical, prescription and vision, with premium for individual employee paid entirely by the company.
Paid Holidays and vacation
401K/401K Roth with matching
Employee Stock Ownership Program
Company paid life insurance, long term and short-term disability insurance
FSA for medical and dependent care
Wellness Program including gym membership discount
Company paid training, materials, and exams
Performance based bonuses
Travel reimbursement
Job Type: Full-time

Pay: $70,000.00
– $95,000.00 per year

401(k) matching
Dental insurance
Employee assistance program
Employee discount
Flexible schedule
Flexible spending account
Health insurance
Life insurance
Paid time off
Professional development assistance
Referral program
Retirement plan
Vision insurance
8 hour shift
Supplemental Pay:
Bonus pay
Bachelor’s (Preferred)
IT management: 4 years (Preferred)
Work Location: One location

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