Job Details

Help Desk Manager

Provides oversight and management of ITS/S Help Desk support for software systems and staff. The IT/S Help Desk Manager works with others to establish and improve processes and procedures. Monitoring ticket queues and managing workloads to ensure timely resolution of issues.

Essential Duties and Responsibilities:

• Work with different department heads to ensure that Help Desk team is providing speedy and accurate support. Get their feedback and expedite resolution of outstanding issues.
• Oversee the implementation of SLAs in helpdesk software, and track SLAs on a monthly basis. Review SLAs with IT leadership, and provide monthly report. Conduct SLA changes as needed to improve helpdesk performance
• Conduct helpdesk support survey from internal customers and report findings
• Ensure hardware like laptops, tablets and printers are tagged with PAI serial numbers for asset tracking and management
• Control the procurement of hardware and software, and manage vendor relationships. Track hardware support, and software license expiry and assets.
• Coordinate with infrastructure and security support team (internal or external) to ensure that the appropriate tickets are assigned to their team
• Oversee helpdesk tickets on a daily basis to ensure they are triaged, and also provided the correct priority level. Escalate tickets that need attention.
• Maintain all data backups and archives. Assist in the assessment of Firewall settings relating to software requirements.
• Provide technical support to and assist in determining the technical capability of software vendors.
• Acts as the primary escalation point for complex or high-priority technical incidents.
• May work on projects that are highly complex and varied in nature within one or more development environments.
• Develop and revise standard operating procedures as needed.
• Ensure personnel training is up to date and current.
• Lead or assist on assigned project teams as technical lead or team member and liaison between project team and third part Infrastructure Support.
• Accountable for the compliance, accuracy and timeliness of responsibilities and work assigned.
• Perform other duties as assigned.

Education and/or Experience:

A Bachelors' degree in Information Systems or Computer Science field(s) and 5 years of work experience. Or an equivalent combination of education and experience.

• Microsoft Software Package experience (5+ years)
• Handling servers and network is a plus
• Handling teams of 2-5 (3+ years)
• Handling user base of 50 or more users (2+ years)
• Using software for helpdesk management

Knowledge, Skills & Abilities:

This position requires the individual be organized, detail-oriented, and self-motivated. Standard office equipment is used. Detailed, critical thinking skills.

Physical Requirements/Working Conditions:

The physical requirements and working conditions listed for this job are representative of those required on the job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties and responsibilities. Computer keyboarding, computer monitor and mouse use including reaching forward, grasping, finger and wrist manipulations, and neck bending and turning: near vision is necessary for computer monitor use.

Frequently required to stand, sit, walk, talk and hear, occasionally required to reach with hands and arms, climb or balance, stoop, kneel, crouch or crawl. Lifting and/or move up to 50lbs. Specific vision abilities required of this job include close vision, and color vision.

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. PAI is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, PAI will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer. PAI Pharma is a nicotine-free campus, meaning the use of nicotine productsincluding cigarettes, vaping, chewing tobacco, and any other nicotine-containing substancesis strictly prohibited on company property. All employees should be able to complete their full shift without the need to use nicotine. By joining PAI Pharma, you agree to adhere to our nicotine-free workplace policy, which supports a healthier environment for all employees.